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Technical Support Engineer

2 months ago

Washington, Washington, D.C., United States NCQA Full time

NCQA is looking for an experienced Technical Support Engineer that is highly motivated, technically proficient with clinical quality measure experience, preferably HEDIS. This person should have a passion for customer relations, project and account management. This position will be responsible for providing high touch post implementation technical support to NCQA's Digital Content Services and future product customers. This position plays a critical role in ensuring successful product adoption leading to satisfaction, loyalty and renewal. This person will also support drafting and ongoing alignment of NCQA digital measures across different teams. They will be responsible for:

  • Direct technical support, triaging, and problem resolution
  • Documentation, Training and Education
  • Feedback Collection
  • Escalation Management

Responsibilities:

  • Technical support, Triaging, and Problem resolution: Serve as the first technical point of contact following the implementation of NCQA products. Own & drive escalated issues blocking customer success. Offer timely and effective troubleshooting assistance to address any issues or concerns post-implementation. Diagnose and resolve technical issues reported by customers ensuring prompt resolution. Regularly review support cases to provide improvement opportunities for customer success.
  • Escalation: Manage the triage process to escalate issues that cannot be resolved by initial support. Facilitate internal support communication channels with product, engineering & digital measure teams. Provide regular reviews of escalation processes & provide opportunities for improvement.
  • Documentation, Training and Education: Create, update and maintain internal documentation to ensure alignment of HEDIS digital measures across teams. Develop and deliver training materials and documentation within the Digital Community or elsewhere to educate customers users on how to effectively utilize the product. Offer guidance and support to ensure customers are equipped with the necessary knowledge to maximize the value of the product.
  • Feedback Collection: Provide regular feedback and insights based on customer interactions to contribute to the ongoing product evolution and roadmap. Maintain detailed records of interactions, technical issues, and resolutions and generate reports and metrics to identify trends and performance against KPIs.

Requirements:

  • Bachelor's degree or equivalent experience in data engineering, analysis or information systems demonstrating the necessary skills and abilities required for the position.
  • 1 to 5 years of customer facing experience as Technical Account Manager, Designated Support Engineer or in related areas like implementation, Technical Support, or Solutions Architect in big data environments.
  • Excellent organizational skills as demonstrated by ability to manage & problem-solve complex issues and customer inquiries.
  • Ability to write, read, interpret & troubleshoot data models such as JSON, FHIR, XML, CQL.
  • Experience with clinical quality measures.
  • Ability to communicate with customers and technology experts related to health care quality, digital quality and data integration.
  • Excellent analytical, communication, and interpersonal skills.
  • Ability to function in minimally supervised environment.

Compensation & Benefits:

  • For new hires, this position pays in the range of $90K - $110K per year, depending on experience.
  • This position is eligible for an annual incentive bonus, payable in accordance with policy.
  • Click here for employee benefit information.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c).