Support Specialist

Job Description:

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients.  Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

Job Description: Responsibilities for Support Specialist

• Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance
• 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
• Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)
• Effectively communicate (verbal, listening, and written) with team, leadership, and customers
• Create a positive team environment with motivation and energy
• Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility
• Resolve moderate to high complexity/priority requests with consistent quality

Qualifications of Support Specialist

• Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree
• 2 years of related experience

Knowledge, Skills, and Abilities of Support Specialist

• Ability to ask probing questions based on effective listening
• Is on time and prepared for meetings; can make advanced arrangements when they are not available
• Is able to own and deliver on commitments

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.