Support Specialist II

Support Specialist II

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 environment for all employees.