[Hiring] Product Support Specialist @Vimly Benefit Solutions

Role Description

When something breaks, behaves oddly, or doesn’t match what a customer expects, PSUP is the team that investigates, figures out what went wrong, and gets it routed to the right group. That means triaging incoming issues, digging into data and logs to find root causes, communicating clearly with internal teams about status and timelines, and documenting what happened. The best people in this role don’t just close tickets. They spot patterns, flag recurring pain points, and push for permanent fixes instead of quick patches. Every issue you resolve protects a customer’s experience and the trust we’ve built with them, so the speed, accuracy, and clarity of your work directly shape how customers feel about us.

You work on your own and as part of the team. You will report to the Product Support Manager.

• You own each issue until it is resolved.
• Work your assigned tickets in JIRA, know each one well, and keep quality high through resolution.
• Act as the support liaison between customers, partners, product management, tech support, operations, and Implementation Project Managers.
• Assess how customer change requests affect current feeds and customer configuration. Then carry the changes out through the Product Support change process.
• Learn the Vimly environments and EDI tools available to you.
• Train internal teams on EDI processes and file troubleshooting.
• Take ownership of customer and partner issues and follow through until they are done.

Inbound EDI

This role will focus primarily on Inbound EDI and will be cross-trained in other core modules.

• Complete a daily list of monitoring and troubleshooting tasks, including confirming that every expected file arrived and processed.
• Monitor inbound 834 and CSV files in XPA (the Inbound EDI Browser) so each file moves through every processing step to completion.
• Research and fix stuck or failed files, including segment count errors, header problems and missing segments.
• Review the Audit, Exception and Drop reports for each file, and follow up on anything that needs action.
• Turn hard file errors into Product Support tickets with enough detail to resolve them.
• For new groups, work with Delivery on setup requests and complete the assessment form.
• Build and audit Companion Guides, including checking auto-generated ones for mistakes.
• Coordinate SFTP setup with IT, including keys, IP addresses and folders.
• Configure new intakes in XPA, including mapping custom HD03 and HD04 codes.
• Test files, track errors and give trading partners clear, specific feedback.
• Work with the COEEDI team on final testing, and approve a file for production only when it meets the standard of under 2% errors.
• For renewals and open enrollment, plan renewal timing with vendors so the open enrollment file arrives after our configuration is ready.
• Update Companion Guides and plan year dates.
• Change salary and other settings for open enrollment, then set them back afterward.
• Handle changes between single-employer and multi-employer files through the Product Support change process.

Qualifications

• Associate's degree. We will consider equivalent work experience in place of the degree.
• 2 or more years in EDI, direct customer contact, system configuration, technical deployments or a related role.
• A working understanding of EDI standards and file types, such as 834 enrollment files. You can read file layouts and interpret error reports.
• Familiarity with secure file transfer (SFTP) and other file-based integrations.
• Strong attention to detail and comfort comparing files line by line.
• Clear, professional writing for vendors, employers and internal teams.
• Comfort with JIRA and with tracking many projects at once.
• A basic understanding of Salesforce.
• A working understanding of SQL and PostgreSQL to research and validate inbound data.
• A basic understanding of HTML and XML editing.
• Proficiency in Microsoft Excel, Word, PowerPoint and Visio.

Helpful

• Knowledge of benefits administration, including enrollment, eligibility and carrier data exchange.
• Knowledge of COBRA, class-based coverage and open enrollment.
• Experience with integration platforms such as MuleSoft.

What will help you excel

• Alignment with Vimly's core values and strategic goals.
• Excellent verbal, written and presentation skills.
• Strong client-facing and interpersonal skills, with customers, partners and internal divisions.
• Strong planning and organizational skills.
• Impeccable attention to detail and follow-through.
• Ability to multi-task and perform well under pressure in a fast-moving, team-oriented environment.
• Critical thinking, and the ability to challenge others and drive productivity while keeping strong business relationships.

Benefits

• Pay Range: $25.64 to $30.77. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate's skills, qualifications, experience and location.
• Comprehensive benefits plan.