POSITION FOCUS
The Principal Interface Engineer position focuses on training, resolve common and complex errors, resolves interface web tickets, perform setup for end-users of varying technical knowledge, building, implementing, and supporting software customer workflow components as requested. Working with the Development, QA and Support teams to best serve our customers.
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Consistently provide Best in Class customer service utilizing HDI standards.
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Adhere to best practices as established within Deliver Health.
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Meet and contribute to customer satisfaction goals
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Customer-in focus
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Collaborate with Internal and external resources
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Provide customer Ad hoc training to internal and external customers
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The position requires a customer-focused, self-motivated, and detailed-oriented individual
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Ability to multi-task in a fast-paced environment
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Act as an interface escalation resource for support, implementations and other interface team members
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Self-driven learner, open to continuous learning approach
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Problem solving/creative thinking mindset
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Solution driven thinking
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Develop internal and external technical documents
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Responsible with team knowledge transfer
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Builds upon problem resolution management
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Builds, Implements, and supports software customer workflow components
PRINCIPAL DUTIES
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Work with internal and external customers to build and maintain interfaces for all Deliver Health Customers.
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When required, build custom interfaces and custom filters
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Monitors, manages, and documents all actions and solutions into a Deliver Health ticketing system
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Maintains knowledge of current software versions and known issues
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Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system
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Resolves or directs issue to the correct staff member for resolution, including escalation to management or engaging other departments.
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Responsible for completing all required learning events and training.
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Provides training for partners and end-customers as needed
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Perform other duties or projects as assigned
KNOWLEDGE, SKILLS AND QUALIFICATIONS
Minimum 5+ years’ experience in a technical environment, working in the healthcare industry, customer support role.
Must be proficient in back-end process and workflow for specific platform
Required Skills:
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Effective and professional communications skills
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Strong critical thinking and problem-solving skills
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Dependable and punctual
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Positive attitude
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Work well under pressure
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Good interpersonal skills and exceptional customer service skills
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Detail oriented, understands and works well with varying standards and processes
Must be an expert with and have strong problems solving skills with the following:
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Windows 11 or higher
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Platform-specific knowledge
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Workflow
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Configuration
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Templates
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Reports
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MS Office
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Online Collaboration tools
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Deliver Health ticketing system
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Networking and network topology as implemented within a business or medical environment
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Database Knowledge (SQL/Oracle/Access)
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Middleware/Interfacing systems (EMR Interfaces)
Must be proficient in one or more programming languages as required by platform:
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XML
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SQL Scripting
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RTF
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HTML
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HL7
EDUCATION
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Associates College/University degree in Computer Science or a minimum of 5 years’ relevant work experience
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Relevant Certifications considered an asset
Remote | Open to candidates across India
