EHR Support Lead — Hybrid (Behavioral Health Platform)

Qualifacts Systems Inc.; Nashville (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

Qualifacts is seeking a Support Specialist Lead to deliver advanced Level 2 support and independently resolve complex issues while guiding Level 1/2 escalations. The role includes mentoring teammates and driving process improvements to ensure exceptional customer outcomes and ongoing team development.

They will maintain KPI reporting, SOP compliance, and strive for proactive customer service and issue resolution, in a hybrid office environment in Nashville or Tampa.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of related experience.
• Advanced problem-solving abilities.

Responsibilities

• Provide frontline support via the ticketing system.
• Assist with live chat or phone support as needed.
• Oversee SOPs and Professional Services processes.
• Maintain high 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 actions with Support Management.

Skills

Troubleshooting

SOP management

KPI reporting

Team mentoring

Customer service

Education

Bachelor's degree

Tools

Ticketing system

Job description

Qualifacts is seeking a Support Specialist Lead to deliver advanced Level 2 support and independently resolve complex issues while guiding Level 1/2 escalations. The role includes mentoring teammates and driving process improvements to ensure exceptional customer outcomes and ongoing team development.

They will maintain KPI reporting, SOP compliance, and strive for proactive customer service and issue resolution, in a hybrid office environment in Nashville or Tampa.