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Qualifacts Systems
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Support Specialist II

Support Specialist II

Qualifacts Systems

1 - 6 years

3 - 8 Lacs

Vadodara

Posted:11 hours ago| Platform:

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Skills Required

Supervisor Ticketing Customer service Management Research Troubleshooting Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Support Specialist II

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

Bachelors 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.

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Qualifacts Systems

Software Development

Nashville Tennessee

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Support Specialist II