Product Support Specialist

Vimly Benefit Solutions

. Own each issue until it is resolved .

Posted 10/23/2026full-timeRemote • Washington • United StatesJuniorMid-Level💰 $26 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in EDI processes, including file troubleshooting and system configuration, while effectively communicating with clients and internal teams. Proficient in managing multiple projects and maintaining high attention to detail in a fast-paced environment.

Highest-signal resume keywords

EDI Standards UnderstandingJIRA ProficiencySQL and PostgreSQL KnowledgeSFTP FamiliarityMicrosoft Excel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

EDI File TypesFile Layout InterpretationTechnical DeploymentsCompanion Guide AuditingError Report AnalysisHTML and XML EditingIntegration Platforms KnowledgeChange Request AssessmentFile Monitoring and TroubleshootingConfiguration in XPA

Soft Skills

Attention to DetailClear Professional WritingClient-Facing SkillsOrganizational SkillsCritical Thinking

Tools & Technologies

JIRASalesforceMicrosoft WordMicrosoft PowerPointMicrosoft VisioVimly EnvironmentsEDI ToolsXPASFTPMuleSoft

Industry Keywords

Benefits AdministrationCOBRAOpen EnrollmentEnrollment FilesCarrier Data Exchange

Tech Stack

Tools & technologies

PostgresSQL

About the role

Key responsibilities & impact

Own each issue until it is resolved
Work assigned tickets in JIRA and maintain quality through resolution
Act as support liaison between customers, partners, product management, tech support, operations and Implementation Project Managers
Assess customer change requests' effects on feeds and configurations, then implement changes through the Product Support change process
Learn Vimly environments and available EDI tools
Train internal teams on EDI processes and file troubleshooting
Complete daily monitoring and troubleshooting tasks, confirming every expected file arrived and processed
Monitor inbound 834 and CSV files in XPA through every processing step
Research and fix stuck or failed files, including segment count errors, header problems and missing segments
Review Audit, Exception and Drop reports and follow up on required actions
Convert hard file errors into detailed Product Support tickets
Work with Delivery on new-group setup requests and complete assessment forms
Build and audit Companion Guides
Coordinate SFTP setup with IT, including keys, IP addresses and folders
Configure new intakes in XPA, including custom HD03 and HD04 code mapping
Test files, track errors and provide trading partners with specific feedback
Work with COEEDI on final testing and approve production files only when errors are under 2%
Plan renewal timing with vendors for renewals and open enrollment
Update Companion Guides and plan-year dates
Change salary and other open-enrollment settings, then restore them afterward
Handle single-employer and multi-employer file changes through the Product Support change process
Report to the Product Support Manager

Requirements

What you’ll need

Associate's degree; equivalent work experience may be considered in place of the degree
2 or more years 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 many projects at once
Basic understanding of Salesforce
Working understanding of SQL and PostgreSQL
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
Helpful: knowledge of COBRA, class-based coverage and open enrollment
Helpful: experience with integration platforms such as MuleSoft
Excellent verbal, written and presentation skills
Strong client-facing and interpersonal skills
Strong planning and organizational skills
Impeccable 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

Benefits

Comp & perks

Comprehensive benefits plan
Eligible for approved overtime