Indiana Health Information Exchange

Support Engineer

• Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services.
• Create and maintain customer facing onboarding documentation for all IHIE products/services.
• Create and maintain onboarding and change request questionnaires to effectively scope project requirements.
• Identify best practices to promote the adoption of IHIE products and services.
• Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations.
• Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project.
• Provide technical scoping with current customers who have submitted a change request.
• Assist customers in resolving technical issues related to product usage and recommend improvements.
• Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams.
• Review onboarding requirements with customers prior to their project starting.
• Identify and address any requirement inconsistencies between IHIE and customer.
• Help manage scope changes or expectation setting with customers during active implementation projects.
• Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

Client Support Engineer