The Support Specialist I will be comfortable analyzing facts and making decisions while keeping their supervisor informed and involved as appropriate. They will adhere to ticket productivity goals and SLA/SLO requirements while resolving moderate to high complexity/priority requests with consistent quality. They should clearly understand customer business needs and formulate accurate resolutions in addressing the customer need and proactively assists teammates with request resolutions.

Job Description

Knowledge/Application

•Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, senior staff [titles] 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 need and works with manager, supervisor, senior staffs to formulate accurate resolutions to address customer need.

•Begins to develop knowledge of additional service offerings (Live Chat, ESS, Phone Line)

•Breakdown of tasks per type (nomenclature dependent on ticketing solution):

•Low complexity/priority tasks: 50%

•Moderate/High complexity/priority tasks: 50%

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

•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 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.

Customer Support Specialist

Technical Support Specialist