Support Specialist II

Qualifacts Systems

2 - 7 years

4 - 9 Lacs

Vadodara

Posted:20 hours ago| Platform:

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Skills Required

Training Supervisor Ticketing Consulting SOW Customer service Management Research Troubleshooting Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Knowledge/Application

Developing Knowledge: Seeks less guidance; comfortable analyzing facts and making decisions but keeps supervisor informed and involved as appropriate; Adherence to Ticket Productivity goals and SLA/SLO requirements; Resolve moderate to high complexity/priority requests with consistent quality. Clearly understands customer business needs and formulates accurate resolutions in addressing the customer need and proactively assists teammates with request resolutions.
Developing knowledge in other domain areas.
Working within additional service offerings (ESS) and participating in NRR-based projects (LOE/SOW).
Breakdown of tasks per type (nomenclature dependent on ticketing solution):
Low complexity/priority tasks: 25%
Moderate/High complexity/priority tasks: 75%
Seeks less guidance; Resolve moderate to high complexity/priority requests with consistent quality

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.
Provide training and consultation
Develop knowledge in other domain areas.
Working within additional service offerings (ESS) and participating in NRR-based projects (LOE/SOW).
Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers; Ability to ask probing questions based on effective listening.
Creates a positive team environment with motivation and energy. Gains and maintains the trust and confidence of team members by demonstrating integrity, accountability, and flexibility.
Proactively assists teammates with request resolutions.
On time and prepared for meetings. Make advanced arrangements when they are not available. Owns and delivers on commitments.

Minimum Degree/Years of Experience

Bachelors degree; High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
2 year of related experience

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