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 qualified, 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 chance employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.

📌 Support Specialist Vadodara
🏢 Qualifacts
📍 Vadodara