Integration Support Representative

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.