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.