Support Specialist

About the role

Qualifacts is a leading provider of behavioral health software and SaaS solutions, including the CareLogic, Credible, and InSync platforms, serving over 2,500 customers across the behavioral health and human services market. As a Support Specialist in the Vadodara office, you will provide technical support to customers via cases, live chat, and phone, troubleshooting problems and optimizing software performance while resolving low to moderate complexity requests. This is an onsite, full-time position working 5 days per week.

What you’ll do

• 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 with timely, concise, and accurate responses and proactive customer issue management in a professional, positive, and dignified manner
• Resolve low to moderate complexity/priority requests with consistent quality
• Effectively communicate verbally, through listening, and in writing with team, leadership, and customers
• Maintain a collaborative presence within the team and engage others with critical thinking and positivity
• Build a reputation of dependability by upholding commitments
• Meet ticket productivity goals and adhere to SLA/SLO requirements
• Clarify and understand customer business needs and work with manager, supervisor, and senior staff to formulate accurate resolutions

What you’ll bring

• 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

Skills

Education

Bachelor's degree; High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree