• Working directly with Product, Data and Engineering teams to identify and implement fixes to customer issues and prioritizing related requests. Leveraging your knowledge to help partners get over technical hurdles while expanding their use of Sapphire Digital’s platforms.
• Managing a workload of defects for multiple clients and providing timely status via written communication and by hosting weekly client status calls.
• Acting as a Major Incident Lead (MIL) during production level incidents impacting clients.
• Providing monthly reports to clients on their Service Level Agreements (SLA)
• Researching and responding to client inquiries in a timely, thorough, and accurate manner.
• Escalating issues as appropriate with thorough and accurate documentation.
• Providing reporting trends and insights based on reported defects and incidents.
• Maintaining & continuously evolving your technical skills and knowledge to meet the needs of an evolving platform of applications.

Ideal availability / working hours:

• 9AM – 5PM EST, in order to align to our client’s business schedules for meetings, and to best align with internal teams/resources needed to address production defects which is the primary objective.

Experience, Qualifications, Knowledge, and Skills

• 2-3 years of experience in a Client Support role related to SAAS model web application support, providing L1 / L2 support investigating and troubleshooting application defects.
• Previous experience and competency as a Major Incident Lead, managing outages or incidents impacting performance of production level environments with external client resources.
• Availability to take part in an on-call rotation for off-hours support of Critical/High defects or incidents.
• Excellent written and verbal communication skills with an ability to speak and present technical analysis to non-technical client resources.
• Ability to establish and maintain relationships with our clients and their management to stay current with their environment and needs, as well as with internal teams needed to support the client issues.
• Strong time management skills are necessary. Organizational skills and attention to details, ability to manage work independently.
• Experience in defect trend analysis and in the reporting of metrics based on support tickets. Ability to use spreadsheet/database tools to create reporting. PowerBI experience is big plus.
• Familiarity with the following technologies: Github, JIRA, Datadog, SQL querying, Solr search platform, Chatops, Chrome DevTools is a plus.
• Experience in Healthcare technology and/or familiarity with Medical Benefits transactions (270/271) or medical procedure cost estimation is a big plus.
• Bachelor's degree (B. A. / B. S.) from four-year college or university in a related field, or relevant experience and success in a similar role through previous work.

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

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