Support Specialist Lead (EHR platform billing support)

Job Description:
Summary of the Support Specialist Lead
The Support Specialist Lead will deliver advanced Level 2 support, while independently resolving complex issues and handling Level 1 and Level 2 case escalations. They will mentor and coach team members, and help drive process improvements, while also serving as a subject matter expert to ensure exceptional customer outcomes and continuous team development.
They will be responsible for ensuring timely resolution of high complexity issues. They are to maintain and improve KPI reporting and service performance, while also driving proactive customer service and issue resolution. They will support continuous improvement initiatives and SOP compliance, and actively contribute to team motivation and issue resolution.
Responsibilities for the Support Specialist Lead
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
Qualifications of the Support Specialist Lead
Bachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
5+ years of related experience
Knowledge, Skills, and Abilities of the Support Specialist Lead
Complete understanding of area of specialization; applies advanced problem-solving techniques
Handle high-complexity tasks; works independently with judgment and interpretation
Enhance relationships with internal/external partners; adapt communication style for diverse audiences
Strong troubleshooting, SOP management, and KPI reporting skills
Ability to coach, mentor, and motivate team members
Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.