Support Specialist

Support Specialist

 

- Knowledge/Application

-Developing Knowledge; Appropriately makes decisions after receiving some assistance from manager, supervisor, and senior staff and seeks guidance on what to escalate; Meets Ticket Productivity goals and adherence to SLA/SLO requirements; Resolve low to moderate complexity/priority requests with consistent quality. Clarifies and understands customer business needs and works with manager, supervisor, and senior staff to formulate accurate resolutions to address customer needs.

-Breakdown of tasks per type (nomenclature dependent on ticketing solution)

-Low complexity/priority tasks: 50% - Moderate complexity/priority tasks: 50%

 

- Duties/Responsibilities:

-Provide technical support to Customers by researching and answering questions; troubleshooting problems; and optimizing software performance through Cases, Live Chat, and Phone Support.

-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

-Resolve low to moderate complexity/priority requests with consistent quality

-Effectively communicates (Verbal, Listening, and Written) with team, leadership, and customers

-Maintains a collaborative presence within the team and engages others with critical thinking and positivity.

-Building a reputation of dependability by upholding commitments.

 

- Minimum Degree/Years of Experience

-Bachelors degree; High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree

-1 year of related experience.