Product Support Specialist

Vimly Benefit Solutions•Seattle, WA

About The Position

At Vimly, the mission is to provide comprehensive and reliable Benefits Administration solutions for multi-employer and complex group arrangements. Product Support investigates issues when products behave unexpectedly or do not meet customer expectations, identifies causes, and routes issues to the appropriate group. The role includes triaging tickets, researching data and logs, communicating status and timelines to internal teams, and documenting outcomes. Specialists are expected to identify recurring issues and advocate for permanent fixes. The Product Support Specialist owns assigned issues through resolution, works independently and collaboratively, and serves as a liaison among customers, partners, product management, technical support, operations, and Implementation Project Managers. The role focuses primarily on Inbound EDI and includes cross-training in other core modules. It involves daily monitoring and troubleshooting of inbound files, supporting new group setup and renewals, and coordinating testing and production readiness. The position reports to the Product Support Manager. The pay range is $25.64 to $30.77. The role is non-exempt and eligible for approved overtime. Actual compensation may vary based on factors including skills, qualifications, experience, and location. Vimly offers a comprehensive benefits plan.

Requirements

Associate's degree or equivalent work experience.
At least 2 years of experience in EDI, direct customer contact, system configuration, technical deployments, or a related role.
Working understanding of EDI standards and file types, such as 834 enrollment files.
Ability to read file layouts and interpret error reports.
Familiarity with 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 tracking multiple projects at once.
Basic understanding of Salesforce.
Working understanding of SQL and PostgreSQL for researching and validating inbound data.
Basic understanding of HTML and XML editing.
Proficiency in Microsoft Excel, Word, PowerPoint, and Visio.
Excellent verbal, written, and presentation skills.
Strong client-facing and interpersonal skills with customers, partners, and internal divisions.
Strong planning and organizational skills, with attention to detail and follow-through.
Ability to multitask and perform well under pressure in a fast-moving, team-oriented environment.
Critical thinking and ability to challenge others and drive productivity while maintaining strong business relationships.
Alignment with Vimly's core values and strategic goals.

Nice To Haves

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.

Responsibilities

Own assigned JIRA tickets and customer and partner issues through resolution, maintaining quality throughout the process.
Act as a support liaison among customers, partners, product management, technical support, operations, and Implementation Project Managers.
Assess the effects of customer change requests on existing feeds and configurations, and implement approved changes through the Product Support change process.
Learn Vimly environments and EDI tools, and train internal teams on EDI processes and file troubleshooting.
Complete daily monitoring and troubleshooting tasks, including confirming expected files have arrived and processed.
Monitor inbound 834 and CSV files in XPA and ensure each file completes all processing steps.
Research and resolve stuck or failed files, including segment count errors, header problems, and missing segments.
Review Audit, Exception, and Drop reports and follow up on items requiring action.
Create detailed Product Support tickets for hard file errors.
Coordinate new-group setup requests with Delivery and complete assessment forms.
Build and audit Companion Guides, including reviewing auto-generated guides for errors.
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 provide trading partners with clear, specific feedback.
Work with the COEEDI team on final testing and approve files for production only when they meet the standard of under 2% errors.
Plan renewal timing with vendors so open enrollment files arrive after configuration is ready.
Update Companion Guides and plan year dates for renewals and open enrollment.
Change salary and other settings for open enrollment, then restore them afterward.
Handle changes between single-employer and multi-employer files through the Product Support change process.
Identify recurring issues and advocate for permanent fixes.