• Consults with Contractor and Government management to solve complex litigation support requirements • Makes recommendations for technical solutions including applications development, applications maintenance, documentation, quality assurance and user support • Provides technical advice, supervision, and guidance to the contractor support team • Evaluates programs in terms of efficiency, effectiveness, quality and interoperability with client systems • Evaluates software and hardware requirements along with short and long range planning, including systems integration solutions and telecommunications requirements • Translates advanced concepts into practical and effective solutions using structured techniques to define requirements • Develops feasible alternatives and estimates costs of implementation • Makes presentations of findings, recommendations, and specifications in formal reports and oral presentations to a variety of audiences, including non-technical personnel • May be required to perform supervisory or managerial duties

• Technical Troubleshooting: Respond to and resolve complex technical inquiries, issues, and requests related to our products and services in a timely manner. • Problem Resolution: Identify, troubleshoot, and provide effective solutions for technical bottlenecks involving cloud infrastructure and web applications. • Documentation: Maintain accurate, detailed, and up-to-date records of all customer interactions, technical issues, and successful resolutions within our support system. • Product Knowledge: Continuously deepen your expertise in our evolving product suite and services to provide superior technical guidance. • Feedback Loop: Provide ongoing, data-driven input to our internal engineering team to help improve and develop our products based on real-world customer demands and pain points.

Role Description The EDI Support Specialist ll is responsible for assisting the EDI team with the successful and timely implementation of Electronic Data Interchange (EDI) processes. The role involves collaborating with clients, file vendors, carriers, and internal teams to ensure high uptime performance, exceeding service level agreements (SLAs), and optimizing EDI processes. Success in this role requires retention of technical proficiency, attention to detail, and the ability to communicate complex technical information effectively to both technical and non-technical stakeholders. - Uptime Management: Ensure that all production EDI processes operate with 100% uptime, meeting or exceeding processing expectations as per SLAs (Advanced). - Stakeholder Communication: Instill confidence in internal and external stakeholders by demonstrating expertise in EDI processing and the company's core business lines, ensuring all processes align with SLA and client expectations (Advanced). - Liaison Role: Serve as the primary point of contact between internal departments, EDI vendors, Plan Administrators, support internal teams, facilitating smooth communication and issue resolution. Handle escalations from internal and external users, providing solutions that meet the needs of the client and business (Intermediate). - Mentoring: Support and help train EDI Support Specialists. - Process Improvement: Analyze and recommend improvements to existing products and processes, taking action to enhance EDI operations and workflows (Intermediate). - Backup and Redundancy Management: Ensure that all critical EDI processes have sufficient backup systems in place to maintain stable operations during both expected and unexpected changes (Advanced). - Documentation and Client Support: Provide updated, accurate documentation related to EDI technologies and processes to both internal teams and external clients, ensuring easy reference and alignment with best practices (Intermediate). - Technology Research and Recommendations: Stay current on emerging EDI technologies, researching and recommending new tools or processes that could improve efficiency and performance (Intermediate). - Quality Assurance and Testing: Conduct thorough quality assurance (QA) testing on EDI processes, providing detailed feedback to file providers for continuous improvement (Advanced). - EDI System Administration: Manage tasks related to user setup, including creating user accounts, managing passwords, and configuring SFTP and file server directory structures (Intermediate). Qualifications - Networking Protocols: General understanding of networking protocols, such as TCP/IP and SFTP (Intermediate). - Database Structures: Basic understanding of relational database structures, with the ability to navigate and extract relevant data (Beginner). - Technical Communication: Ability to explain complex EDI processes in a clear, concise manner to non-technical audiences (Intermediate). - EDI Expertise: Strong familiarity with EDI terminology, formats (e.g., ANSI X12, EDIFACT, 834), and HIPAA-compliant file formats, ensuring adherence to industry standards (Advanced). - Business Acumen: Solid understanding of the company’s business model, with an emphasis on healthcare plans and benefits administration (Intermediate). - Attention to Detail: Highly organized, with exceptional attention to detail in managing multiple priorities and maintaining accurate documentation (Advanced). - Problem Solving and Resourcefulness: Proven ability to independently manage priorities, resolve issues, and meet deadlines in a fast-paced environment (Intermediate). - Client Management: Ability to effectively address client needs, de-escalate irate situations, and provide high-quality customer service (Advanced). - Team Collaboration: Strong listening skills and the ability to respond appropriately to team concerns and facilitate a collaborative work environment (Intermediate). - Technical Proficiency: Proficient in Gmail, Google Docs, and Microsoft Excel, with experience in EDI comprehension and internet-based product navigation (Intermediate). Requirements - Bachelor’s Degree: Required, preferably in Information Technology, Computer Science, or a related field, or equivalent industry experience and knowledge. - EDI Experience: 4-6 years of hands-on experience in EDI application interface development, with demonstrated success in implementing and maintaining EDI processes (Intermediate). - Agile Methodology Experience: Familiarity with agile practices for managing EDI-related projects is a plus (Beginner). - Certifications: Relevant certifications in EDI technology or process improvement preferred (Intermediate). Benefits - Medical Insurance - Vision Insurance - Dental Insurance - 401(k) Matching - Flexible Spending Accounts - Health Savings Accounts - Disability & Life Insurance - Employee Assistance Program - LegalShield - ID Shield - Commuter Reimbursement Plan - Tuition Reimbursement - Bonus Pay - This position falls under our “Corporate Bonus Plan” which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment. - ADDITIONAL BENEFITS INCLUDE: - Wellable membership - Telescope Health (telehealth) through Accresa - Intellect (mental health) application - Employee engagement activities, including voluntary events, raffles, book club, and more!

• Provide technical support for customers by monitoring network systems and responding to alerts and incidents. • Investigate and troubleshoot Cloud PBX, UCaaS, and CCaaS service issues. • Pull and analyze Call Detail Records (CDRs) to identify and resolve service-impacting problems. • Respond to incoming customer requests via phone, email, and ticketing systems. • Collaborate with internal teams to escalate and resolve network or voice-related issues. • Maintain detailed and accurate documentation throughout the troubleshooting process. • Demonstrate professionalism and clear communication in all customer and vendor interactions. • Support a 24/7 operations environment with occasional weekend, holiday, or off-hour shifts as needed.