Integration Support Specialist
About The Position
As an Integration Support Specialist, you will provide consultative, business-to-business support for escalated technical application and customer issues related to integrations. You will respond to external B2B customers by phone and email, document interactions, and manage support tickets through resolution. The role also supports the availability and reliability of critical company systems through incident analysis, coordination with subject-matter experts, and recommendations for system controls and integration protocols. It is a shared service across Ascend Healthcare categories that offer integrated solutions. The role provides post-implementation support to business partners and institutions, troubleshoots complex integration problems, and serves as an escalation point for issues beyond Tier 1 and Tier 2 support, including those affecting B2C customers. You will share feature updates and integration best practices, report case trends and actionable insights to product and engineering teams, and recommend product, process, and automation improvements. You will assess integration solution performance and collaborate with sales, engineering, product teams, and vendors on incidents, testing, impact analysis, and long-term resolutions. This position may be performed remotely within the United States.
Requirements
- High school diploma or GED required.
- At least 2 years of experience in integration support or a related role, including technologies such as LTI, SAML, SSO, or APIs.
- At least 4 years of experience with learning management systems such as Canvas, Blackboard, D2L, or Moodle.
- Proficiency in Microsoft Office Suite, D365, and Jira.
- Ability to identify and resolve complex integration issues.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and client relations abilities.
- Proficiency in technical documentation and reporting.
- Strong project management skills and ability to manage multiple projects simultaneously.
- Excellent communication, prioritization, and interpersonal skills.
Nice To Haves
- Associate degree in Computer Science, Information Technology, or equivalent.
Responsibilities
- Provide post-implementation integration support to business-to-business partners and institutions, including troubleshooting and resolving complex integration issues.
- Escalate and resolve integration-related issues that cannot be handled at Tier 1 or Tier 2, including issues affecting B2C customers.
- Communicate new integration features, trends, and updates to internal support teams and share integration best practices with external B2B partners.
- Track, analyze, and report support trends by documenting cases and providing actionable insights to product and engineering teams.
- Identify and report opportunities for product enhancements, process improvements, and automation based on recurring issues and customer feedback.
- Evaluate integration solution performance and recommend improvements to reliability, scalability, and customer experience.
- Participate in bi-weekly collaboration meetings with product and engineering teams to review cases, incidents, and ongoing integration concerns.
- Support issue and incident management in collaboration with sales and engineering, including communicating system updates and incident status, assisting with fix testing, conducting impact analysis, and coordinating long-term solutions with internal teams or vendors.
- Respond to external B2B customers' technical inquiries by phone and email, document customer interactions, and open and manage tickets to support timely issue resolution.
- Analyze reported incidents, coordinate subject-matter-expert support, and recommend system controls and integration protocols.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- 401(k) with company match
- Paid time off
- Parental leave
- Employee assistance program
- Wellness programs, including Headspace and Airvet
- Charitable matching program
- Most regular, full-time employees are eligible to participate in an incentive bonus or sales plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
