Support Specialist

Job Description:

Job Description

Job Description

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

This is an onsite position, 5 days/week, in the Vadodara office.

Shift: -NIGHT/US SHIFT. 6:30pm-3:30am IST.

Remote applicants will not be considered.

• 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 with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
• 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.