Mitchell International, Inc.

  • Remote Position - Technical Support Engineer 2

    Job Location US-TX-Coppell
    Job ID
    Regular Hire
  • Company Overview

    Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.


    Mitchell’s worker’s compensation national managed care program offers solutions for insurance carriers, third-party administrators and employers. We recommend an integrated suite of solutions that include utilization review and case management with a focus on managing total claims costs while expediting safe return to work.

    Our applications provide our clients with state specific and customizable edits to complement our Electronic Data Interchange (EDI) solutions for billing, injury reporting, and Centers for Medicare & Medicaid Services (CMS). Our solutions allow claims administrators ease in management while meeting today's regulatory compliance standards and meeting our client’s operational efficiency goals.

    Job Description

    Essential Responsibilities:

    Provides an exceeded level of customer service and expertise both internally and to the customer by:

    1. Documenting issues and findings in Salesforce CRM and triaging incoming customer problem calls and emails.
    2. Identifying, troubleshooting, and resolving Workers’ Compensation claims reporting related issues or escalating the issue to the appropriate team.
    3. Ensuring our Client Service Level Agreement obligations are being met on a customer by customer basis.
    4. Working directly with clients and internal stakeholders to do the following:
      1. Analyzes state-specific reporting rules and industry rules.
      2. Configure system settings and options; educate clients on workflow processes and documentation.
      3. Review documentation for accuracy.
      4. Works closely with our Business Analyst, Developers, QA team on ensuring programming requirements are being met.

    Job Complexity: Works on problems of moderate scope where analysis of client reported issues requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships. 


    Supervision: Normally receives general instructions on routine work initially, detailed instructions on new projects or assignments.


    ***This is a remote position.***


    Experience: Strong understanding or related experience in a support type setting with the following:

    • Experience handling multiple tasks/projects in a fast paced environment.
    • Ability to dynamically prioritize.
    • Must be a self-starter with proven ability to work independently and within a team.
    • Ability to analyze problems and recommend solutions.
      • Includes understanding performing root cause analysis.
    • Highly effective oral and written communication skills, including business email etiquette also required.
    • Excels in a highly collaborative environment where your input and insight are required and encouraged as part of a cross functional member.
    • Experience working in and supporting proprietary software.
    • Proficiency in editing data files, XML, Microsoft Office Suite,, and SharePoint are recommended.
    • Basic understanding of claims reporting, IAIABC or FROI/SROI industry experience is a plus.
    • Basic understanding or related experience in a support type setting with the following, is recommended:
      • ANSI file formats
      • EDIs
      • First Reports of Injury (FROI) and Subsequent Reports of Injury (SROI)
      • IAIABC Edits.
      • EDI FROI/SROI state requirement tables

    Education and Experience Requirements: Typically requires a minimum of 2+ years of related experience and Bachelor's Degree and 1-2 years of technical support industry experience.


    Mitchell International, an equal opportunity employer, values the diversity of our workforce and the knowledge of our people.  Mitchell will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.


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