Support Specialist

Job Description:

Key Outcomes 

• Meet or exceed SLA/SLO targets for response and resolution. 

• Achieve high customer satisfaction (CSAT) and first-contact resolution rates. 

• Contribute new or updated solution articles each quarter. 

• Proactively reduce escalations through effective communication and issue management. 

Responsibilities 

• Troubleshoot and resolve technical issues for customers across multiple support channels. 

• Document all customer interactions and solutions accurately; escalate per guidance. 

• Communicate clearly and professionally with customers and internal teams. (verbal, listening, and written) 

• Collaborate with peers and senior staff; share insights and best practices. 

• Maintain case hygiene and uphold commitments. 

• Learn advanced tools and expand service area expertise. 

• Provide outstanding customer service, including timely, concise, and accurate responses, proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner 

• Make appropriate decisions after receiving some assistance from manager, supervisor, and/or senior staff and seek guidance on what to escalate 

• Maintain a collaborative presence within the team and engage others with critical thinking and positivity 

• Build reputation of dependability by upholding commitments. 

• Clarify and understand customer business needs and work with manager, supervisor, and/or senior staff to formulate accurate resolutions to address customer need 

• Resolves 50% of low and 50% of moderate-complexity issues 

Qualifications 

• Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree 

• 1+ years of related experience. 

Skills & Competencies 

• Clear written and verbal communication. 

• Problem-solving and critical thinking. 

• Customer empathy and professionalism. 

• Team collaboration and positivity. 

• Gains understanding as a result of guidance from manager, supervisor, senior staff and research processes 

• Resolves low to moderate complexity issues across multiple support channels (Cases, Phone Support, Live Chat, Etc.) 

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.