Integration Support Representative

Job description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are looking for a technically driven, client-focused professional to join our Technical Customer Care team as an Integration Support Representative. Reporting to the Manager of Integration, you will play a critical role in ensuring seamless data exchange between our home health software platform and third-party agencies, vendors, or state aggregators. This position is ideal for someone who thrives at the intersection of technology and customer service, bringing expertise in electronic data interchange along with hands-on experience in SQL Server, SOAPUI, and Excel. This role provides an opportunity to take on complex challenges, strengthen your technical expertise, and grow your career within a fast-scaling, mission-driven SaaS company. ### Essential Job Duties - Provide responsive, multichannel support to address application and integration inquiries. - Maintain ownership of cases from intake to resolution, ensuring timely communication and accurate documentation in Salesforce. - Deliver clear, client-friendly explanations of technical details. - Diagnose and resolve technical issues across application features and integrations (including text, XML, and web services). - Support and optimize electronic interfaces with third-party agencies, vendors, and state aggregators. - Utilize tools such as SOAPUI, SFTP, and Postman to validate, test, and debug integrations. - Work with large datasets and apply technical specifications to solve complex problems. - Partner with Engineering and Product teams to identify, test, and resolve client-facing issues. - Escalate unresolved issues as appropriate, maintaining accountability until resolution. - Contribute to the knowledge base and proactively recommend enhancements to integration processes. - Build trusted relationships with clients, payers, vendors, state aggregators, and internal teams. - Represent the company with professionalism, empathy, and technical credibility. ### Other Job Duties - Other duties as assigned by supervisor or HHAeXchange leader. ### Travel Requirements - Travel up to 10%, including overnight travel ### Required Education, Experience, Certifications and Skills - Bachelor’s degree in Computer Science, Management Information Systems, or a related field (preferred). - 1–3 years of SQL knowledge (preferred), with the ability to query and analyze datasets. - 3+ years of experience with interface/integration tools. - Strong proficiency in Microsoft Office Suite, with advanced skills in Excel (Pivot Tables, VLOOKUP, and data analysis). - Experience with CRM and ticketing tools, such as Salesforce Service Cloud and/or Jira (preferred). - Familiarity with integration tools such as SOAPUI, Postman, and SFTP protocols. - Demonstrated ability to troubleshoot complex technical issues involving large datasets and multiple integration attributes. - Comfortable interpreting integration specifications and applying them to resolve real-world client issues. - Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences. - Proven ability to work both independently and as part of a collaborative, cross-functional team. - Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively. - Commitment to continuous learning and professional growth. - Customer-focused mindset with the drive to deliver exceptional client experiences.