Senior Support Specialist I

Job Description

Job Description: Knowledge/Application Developing Knowledge: Seeks less guidance; comfortable analyzing facts and making decisions but keeps supervisor informed and involved as appropriate; Adherence to Ticket Productivity goals and SLA/SLO requirements; Resolve moderate to high complexity/priority requests with consistent quality. Clearly understands customer business needs and formulates accurate resolutions in addressing the customer need and proactively assists teammates with request resolutions. Developing knowledge in other domain areas. Begins working within additional service offerings (Live Chat, ESS, Phone Line) and participating in NRR-based projects (LOE/SOW). Breakdown of tasks per type (nomenclature dependent on ticketing solution): Low complexity/priority tasks: 25% Moderate/High complexity/priority tasks: 75% Seeks less guidance; Resolve moderate to high complexity/priority requests with consistent quality Duties/Responsibilities: Provide technical support to Customers by researching and answering questions; troubleshooting problems; optimizing software performance 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. Provide training and consultation Develop knowledge in other domain areas. Begins working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW) Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers; Ability to ask probing questions based on effective listening. Creates a positive team environment with motivation and energy. Gains and maintains the trust and confidence of team members by demonstrating integrity, accountability, and flexibility. Proactively assists teammates with request resolutions. On time and prepared for meetings. Make advanced arrangements when they are not available. Owns and delivers on 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 2 year of related experience Location: -Vadodara, Work from Office only Timings-US/Night Shift. Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.