Senior L2 Support Lead & Team Coach

Qualifacts Systems Inc.; Tampa (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Qualifacts Systems Inc. is seeking a Support Specialist Lead to deliver advanced Level 2 support, mentor team members, and drive process improvements within our customer services organization.

You will resolve high-complexity issues, manage KPI reporting and service performance, and act as a subject matter expert to ensure exceptional customer outcomes and continuous team development.

Experience with EHR/software customer service and strong escalation handling is valued in this Tampa-based role.

Qualifications

• Bachelor's degree required; or high school diploma with relevant EHR/software customer service experience as a substitute.
• Minimum 5 years of related experience.
• Experience with KPI reporting and SOP management.

Responsibilities

• 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.

Skills

Leadership

Troubleshooting

Customer service

KPI reporting

SOP management

Training

Mentoring

Education

Bachelor's degree

High School diploma with relevant EHR/Software experience substitution

Tools

EHR systems

Job description

Qualifacts Systems Inc. is seeking a Support Specialist Lead to deliver advanced Level 2 support, mentor team members, and drive process improvements within our customer services organization.

You will resolve high-complexity issues, manage KPI reporting and service performance, and act as a subject matter expert to ensure exceptional customer outcomes and continuous team development.

Experience with EHR/software customer service and strong escalation handling is valued in this Tampa-based role.