Support Specialist Lead: Expert Troubleshooter & Team Coach

Tishman Speyer; Tampa (FL); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Qualifacts, a leading behavioral health software provider, seeks a Support Specialist Lead to deliver advanced Level 2 support, resolve complex issues, and mentor team members. The role is hybrid in Nashville or Tampa, with remote candidates will not be considered.

You will maintain KPI reporting and service performance, drive proactive customer service and issue resolution, support SOP compliance, and coordinate actions with Support Management to ensure timely resolutions and high CSAT.

Qualifications

• Bachelor's degree required; a High School diploma with relevant experience may substitute.
• 5+ years of related experience in EHR/software customer service or behavioral health.
• Strong troubleshooting and KPI reporting skills; ability to manage SOPs.

Responsibilities

• Provide frontline support via ticketing system and live chat or phone as needed.
• Oversee SOPs and Professional Services processes.
• Maintain high CSAT and SLA/SLO adherence.
• Deliver training and consulting as needed.
• Manage KPI reporting and service performance.
• Coordinate support actions with Support Management.
• Maintain SME-level knowledge and drive issue resolution.

Skills

Customer service

Coaching / mentoring

Troubleshooting

KPI reporting

SOP management

Stakeholder communication

Team leadership

Education

Bachelor's degree

High School diploma with relevant experience substitute

Job description

Qualifacts, a leading behavioral health software provider, seeks a Support Specialist Lead to deliver advanced Level 2 support, resolve complex issues, and mentor team members. The role is hybrid in Nashville or Tampa, with remote candidates will not be considered.

You will maintain KPI reporting and service performance, drive proactive customer service and issue resolution, support SOP compliance, and coordinate actions with Support Management to ensure timely resolutions and high CSAT.