Support Specialist

- Knowledge/Application

- Developing Knowledge
- Appropriately makes decisions after receiving some assistance from manager, supervisor, and senior staff and seeks guidance on what to escalate
- Meets Ticket Productivity goals and adherence to SLA/SLO requirements
- Resolve low to moderate complexity/priority requests with consistent quality. Clarifies and understands customer business needs and works with manager, supervisor, and senior staff to formulate accurate resolutions to address customer needs.

- Breakdown of tasks per type (nomenclature dependent on ticketing solution)

- Low complexity/priority tasks: 50%

- Moderate complexity/priority tasks: 50%

- Duties/Responsibilities:

- Provide technical support to Customers by researching and answering questions; troubleshooting problems; and optimizing software performance through Cases, Live Chat, and Phone Support.

- Provide outstanding customer Service, including timely, concise, and accurate responses, and proactive Customer Issue management,



while handling all Customer requests in a professional, positive, and dignified manner

- Resolve low to moderate complexity/priority requests with consistent quality

- Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers

- Maintains a collaborative presence within the team and engages others with critical thinking and positivity.

- Building a reputation of dependability by upholding commitments.

- Minimum Degree/Years of Experience

- Bachelor's degree

- High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree

- 1 year of related experience.

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

📌 Support Specialist (Vadodara)
🏢 Qualifacts
📍 Vadodara