Technical Support Analyst - EDI

Job Description

Job Description

Job title – Technical Support Analyst – EDI

Location – Durham, NC (Remote option available)

Job type – 2 months contract with possible extension

Role Overview

We are seeking an experienced Technical Support Analyst – EDI to provide frontline technical and customer support to a community of EDI trading partners and secure web portal users.

This role will serve as a key point of contact for users experiencing issues related to electronic claims, eligibility, claim status, authorizations, remittances, connectivity, login/access, and password-related requests. The successful candidate will combine strong customer service skills with technical troubleshooting capabilities to identify issues, provide effective first-level resolution, and escalate complex problems appropriately.

The position is ideal for someone with 3–5 years of customer service, call center, help desk, or technical support experience who is comfortable troubleshooting user issues and communicating with stakeholders in a professional environment.

Key Responsibilities

· Provide frontline telephone help desk support to EDI trading partners and secure web portal users.

· Respond to and troubleshoot inquiries related to:

o Login and access issues

o Password resets

o Electronic claims

o Eligibility transactions

o Claim status

o Authorizations

o Remittance processes

o Connectivity and portal functionality

· Investigate user issues, identify root causes, and provide timely and effective resolutions.

· Serve as the first level of resolution for electronic transaction and connectivity issues.

· Document and track service requests, issues, statuses, resolutions, and follow-up activities in the inquiry tracking database.

· Research more complex application failures using multiple resources and determine appropriate severity and escalation levels.

· Communicate findings and potential risks to management and Information Technology teams.

· Direct users toward self-service resources and encourage adoption of appropriate self-service processes.

· Assist with updates and revisions to provider/user-facing materials.

· Proactively monitor EDI production systems using reports and dashboards to review compliance, error rates, and claim balancing.

· Ensure processes comply with applicable state, federal, HIPAA, and BCBSA regulations.

· Identify opportunities for process improvements and recommend modifications when appropriate.

Required Qualifications

· 3+ years of experience in a related field.

· Strong customer service and call center experience.

· Experience providing technical help desk, troubleshooting, or user support is highly preferred.

· Strong problem-solving and analytical skills.

· Excellent verbal and written communication skills.

· Ability to handle frustrated or difficult users professionally.

· Ability to troubleshoot issues, identify root causes, and determine when escalation is required.

· Strong documentation and follow-through skills.

· Ability to work independently in a remote environment.

· Bachelor's degree or advanced degree where required, or 5+ years of related experience in lieu of degree.

Preferred Qualifications

· Technical help desk or IT support experience.

· Experience supporting web-based applications or portals.

· Experience with EDI transactions or electronic healthcare transactions.

· Knowledge of healthcare transactions such as claims, eligibility, claim status, authorization, and remittance.

· Familiarity with HIPAA and healthcare data privacy/security requirements.

· Experience working with ticketing, inquiry tracking, reporting, or monitoring systems.

\nCompany Description

Select Source International (SSI) is a distinguished workforce solutions provider with nearly 25 years of experience delivering top-tier staffing, recruiting, and managed services. Based in Minneapolis, Minnesota, SSI has established itself as a global leader, serving a broad, diverse clientele across industries with unwavering dedication and excellence.

As a trusted partner, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your evolving workforce needs. SSI is ISO 9001, ISO 14001, and SOC 2 Type II certified, underscoring our strict commitment to quality, environmental responsibility, and data security. Our industry-leading capabilities are further validated by numerous awards in sustainability and supplier diversity.

Company Description

Select Source International (SSI) is a distinguished workforce solutions provider with nearly 25 years of experience delivering top-tier staffing, recruiting, and managed services. Based in Minneapolis, Minnesota, SSI has established itself as a global leader, serving a broad, diverse clientele across industries with unwavering dedication and excellence.\r\n\r\nAs a trusted partner, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your evolving workforce needs. SSI is ISO 9001, ISO 14001, and SOC 2 Type II certified, underscoring our strict commitment to quality, environmental responsibility, and data security. Our industry-leading capabilities are further validated by numerous awards in sustainability and supplier diversity.