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 expertise in sustained customer success and growth in the post-sales customer lifecycle. • Research and troubleshoot issues involving GE Digital solutions. • Develop strong customer relationships and serve as the interface between customer and GE. • Participate in on-call rotations, usually a week per month. • Consult supervisor or more senior team members for issues outside of defined instructions/parameters.

• Providing expertise in all technical components of the API Security platform. • Working remotely to assist Presales and post-sales customers and collaborate with internal teams to resolve issues effectively • Owning the resolution of complex support escalations from multiple stakeholders end-to-end • Deflecting technical escalations from reaching the R&D team • Writing scripts, improving internal tools, and creating processes to support customers and internal stakeholders • Reproducing customer issues, finding workarounds, and writing high quality bug reports and documentation • Working on-call shifts, including nights, weekends, and select holidays, may be required

• 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.