Job Description:

Summary of the Support Specialist Lead

The Support Specialist Lead will deliver advanced Level 2 support, while independently resolving complex issues and handling Level 1 and Level 2 case escalations. They will mentor and coach team members, and help drive process improvements, while also serving as a subject matter expert to ensure exceptional customer outcomes and continuous team development.

They will be responsible for ensuring timely resolution of high complexity issues. They are to maintain and improve KPI reporting and service performance, while also driving proactive customer service and issue resolution. They will support continuous improvement initiatives and SOP compliance, and actively contribute to team motivation and issue resolution.

Responsibilities for the Support Specialist Lead

• Provide frontline support and customer service through the ticketing system 
• Assist with Live chat and/or phone support as needed 
• Oversee SOPs and Professional Services processes 
• Maintain high customer satisfaction (CSAT) and SLA/SLO adherence 
• Deliver training and consultation as needed. 
• Manage KPI reporting and service performance 
• Support users with in-depth issue analysis and solutions 
• Maintain SME-level knowledge 
• Coordinate support actions with Support Management 

Qualifications of the Support Specialist Lead

• Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree 
• 5+ years of related experience 

Knowledge, Skills, and Abilities of the Support Specialist Lead

• Complete understanding of area of specialization; applies advanced problem-solving techniques 
• Handle high-complexity tasks; works independently with judgment and interpretation 
• Enhance relationships with internal/external partners; adapt communication style for diverse audiences 
• Strong troubleshooting, SOP management, and KPI reporting skills 
• Ability to coach, mentor, and motivate team members 

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.