• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service. • Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers. • Communicate technical solutions to non-technical customers in a clear and concise manner. • Escalate complex issues to higher-level team members as necessary. • Document customer interactions and technical issues in a customer relationship management (CRM) system. • Provide feedback on product improvements and enhancements based on customer feedback and technical issues. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed to resolve customer issues. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Perform other duties as assigned.

• Provides resolution to client issues that require more in-depth knowledge of technology, platform, products and/or processes. • Interacting with trading partners as well as direct-connect payers to facilitate resolution to client issues. • Supporting the development of client support documentation as needed. • Interacting closely with other team members in Availity to provide the highest quality of customer service. • Serving as the subject matter expert and liaison between Operations, Customers, and the Availity Development team, handling more advanced technical issues as they arise. • Provides training to first level support representatives as necessary to facilitate rapid resolution of client issues.

• Soporte técnico avanzado • Integración de sistemas • Automatización en Programación PLC/HMI • Puesta en marcha de proyectos • Comunicaciones industriales • Control de movimiento

• Support national security and suitability investigations • Serve as subject matter expert on customer policies and procedures • Answer case-related questions via telephone and email • Review field investigations for compliance • Provide guidance to field staff regarding investigation responsibilities • Communicate important case information to the field • Manage daily workload and prioritize tasks