• Research and troubleshoot issues involving all aspects of the GE Digital solutions, including configuration, user interface, network and communication connectivity and performance • Collaborate with others to solve issues • Develop strong customer relationships and serve as the interface between customer and GE • Participate to on-call rotations, usually a week per month

• Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases. • Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript). • Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps. • Fulfill post-install and maintenance tasks for merchants. • Customize Okendo’s widgets, install extra components, and investigate front-end bugs. • Follow Okendo's guidelines and coding practices to ensure high-quality work. • Maintain a high standard of work quality for yourself and your peers. • Actively solicit Okendo app reviews from satisfied customers. • Assist other support team members with their questions and tasks when applicable. • Contribute to the maintenance of the internal technical documentation. • Collaborate with the development team to communicate customer feedback and identify potential product enhancements.

• Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases. • Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript). • Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps. • Fulfill post-install and maintenance tasks for merchants. • Customize Okendo’s widgets, install extra components, and investigate front-end bugs. • Follow Okendo's guidelines and coding practices to ensure high-quality work. • Maintain a high standard of work quality for yourself and your peers. • Actively solicit Okendo app reviews from satisfied customers. • Assist other support team members with their questions and tasks when applicable. • Contribute to the maintenance of the internal technical documentation. • Escalate incidents to the proper team members/teams as necessary. • Collaborate with the development team to communicate customer feedback and identify potential product enhancements. • Stay informed about industry trends, best practices, and emerging technologies to provide proactive and innovative support to merchants. • Participate in cross-functional projects to enhance overall customer experience and support efficiency. • Collaborate with the sales and marketing teams to assist in technical aspects of pre-sales activities, including technical consultations and product demonstrations. • Engage actively in Okendo forums, webinars, and various channels to address common merchant queries, share valuable insights and best practices, and cultivate a culture of trust and exceptional service. • Own the creation of technical support resources, including tutorials, FAQs (maintaining Stack Overflow), and troubleshooting guides, to empower merchants to leverage Okendo effectively.

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!