Senior Support Specialist I

You will be responsible for developing your knowledge and skills in providing technical support to customers. This involves analyzing facts, making decisions, and resolving moderate to high complexity requests with consistent quality. It is important to keep your supervisor informed and involved as necessary. You will also need to adhere to Ticket Productivity goals and SLA/SLO requirements. In addition to providing technical support, you will focus on delivering outstanding customer service by responding to customer inquiries, troubleshooting problems, and optimizing software performance through various channels such as Cases, Live Chat, and Phone Support. You will be expected to handle all customer requests in a professional, positive, and dignified manner while ensuring timely and accurate responses. Furthermore, you will be involved in providing training and consultation to customers, developing knowledge in other domain areas, and participating in additional service offerings and projects. Effective communication skills, both verbal and written, are essential for interacting with team members, leadership, and customers. You should be able to ask probing questions based on effective listening and create a positive team environment with motivation and energy. A Bachelor's degree is preferred for this role, but relevant EHR/Software customer service or behavioral health agency experience may substitute for an undergraduate degree. A minimum of 2 years of related experience is required for this position. Please note that this position is based in Vadodara, Gujarat, and requires working from the office during US/Night Shift hours. Qualifacts is an equal opportunity employer that values diversity and is committed to creating an inclusive environment for all employees.,