Support Specialist

Qualifacts Systems Inc.; Vadodara; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Qualifacts Systems Inc. in Vadodara, India, seeks a Support Specialist to assist customers by researching questions, troubleshooting issues, and optimizing software performance through Cases, Live Chat, and Phone Support.

The role requires clear verbal and written communication, a customer-service mindset, and the ability to work with managers and senior staff to resolve low to moderate complexity tickets while maintaining productivity and professionalism.

Qualifications

• Bachelor's degree required; equivalent experience with EHR/software customer service may substitute.
• At least 1 year of related experience in customer service or software support.
• Experience with EHR software is a plus.
• Excellent written and verbal communication skills.

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 issue management while handling all requests professionally.
• Resolve low to moderate complexity/priority tickets with consistency in quality.
• Effectively communicates with team, leadership, and customers (verbal, listening, written).
• Maintain a collaborative presence within the team and uphold commitments.

Skills

Communication

Customer service

Team collaboration

Problem solving

Education

Bachelor's degree

High School diploma with EHR/software experience substitute

1 year related experience

Tools

CRM software

Ticketing system

Live Chat tools

Phone support

Job description

• Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, and senior staff and seeks guidance on what to escal; 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.

Job Description

Support Specialist

• Knowledge/Application
• Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, and senior staff and seeks guidance on what to escal; 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.