Product Support Specialist

Professional Services | Chandigarh, India

Product Support Specialist


Edifecs Product Support Specialists/ Product Support Specialists triage incoming complex cases and help customers/support team mates troubleshoot technical/functional problems they face. The ideal candidate is a quick and motivated learner, has the ability to handle interruptions/pressures while fluidly switching between several Products from support perspective, has strong customer service skills, and strong analytical aptitude. Leading from front and working with the team specifically for SEV1/SEV2 issues along with complex and unique production issues. The position requires interaction with customers, Edifecs Engineering/Sales team members and the product Management team. The role requires 70% individual contribution (Technical/Functional/Troubleshooting skills/Support Process Adherence) and 30% as technical mentoring/assisting entire team for production issues.

What you will do

  • Understand customer requirement, develop, and implement technical solutions in integration technologies
  • Provide technical support to enterprise clients/team mates related to technical and operational aspects of the products, including complex troubleshooting, R&D, provisioning activities, etc
  • Collaborate with other Product Support team members and Support Management to provide quality resolutions
  • Deliver a consistent, responsive and satisfying customer experience on each contact
  • Follow standard operational procedures for case management
  • Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics for self as well as for the entire team
  • Meet all quality and productivity performance goals

What you will bring

  • Minimum 2-3 years of relevant experience in building HL7 FHIR, XML/JSON, REST API, &ESB.
  • Relevant work experience on data formats of JSON, XML, Strings, and Arrays
  • Thorough understanding of healthcare data standards like HL7, CDA, FHIR, etc.
  • Wide development knowledge of all kind of interfaces (realtime, batch, webservices, etc.) onintegration engines.
  • Deepknowledge of HIPPA authentication and authorization security guidelines with respectto FHIR Client and Server implementations
  • Demonstratedend-to-endknowledge and expertise in the healthcare information ecosystem components of a hospital, healthcare network, or clinic.
  • Integration experience working with EHR (EPIC and Cerner experience a plus)
  • Review, customize, and create specifications for a technical requirement based on the health systems workflow
  • Analyse interface requirements and write technical interface specifications and documentation
  • Experience in interface implementations such as REST/SOAP
  • Experience with HL7, or previous experience with FHIR 
  • Experience with SCRUM methodologies 
  • Prior experience with technical support /service desk support experience  
  • Experience with FHIR (Fast Healthcare Interoperability Resources) 
  • Excellent written and oral communication skills, and ability to communicate effectively with technical and non-technical staff

About Edifecs

Edifecs is a leading healthcare technology company with the mission to improve healthcare outcomes, reduce costs and accelerate innovation. We empower healthcare organizations to scale the partnerships required by payment, care delivery and access reform initiatives that are redefining the healthcare industry. We are disruptors, scientists, data nerds, doctors and artists. We believe information technology can revolutionize healthcare. Edifecs has grown from a small start-up to the market leader in our space, and today boasts over 375 healthcare clients that include 25 Blue Plans, over 50 Commercial Plans, 100’s of Healthcare Providers, State and Federal agencies, along with partnership arrangements with most leading middleware stack vendors. Edifecs is regularly recognized as a leader in the Healthcare IT. We have received recognition and awards and continue to be recognized for our overall performance as a company, our dynamic workplace culture and our commitment to innovation.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Edifecs will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job.  Please contact for more information.