Job Description
Support Specialist I
- 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
- Bachelor's degree; High School diploma
- Software customer service or behavioral health agency experience
- 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.
