Support Agent II

Technical Support Nashville, Tennessee United States


Qualifacts is a leading provider of behavioral health, rehabilitative, and human services 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 solutions partner, enabling exceptional outcomes for its customers and those they serve.  Qualifacts’ comprehensive portfolio, including the CareLogic, Credible, and InSync platforms span and serve the entire behavioral health market supporting non-profit agencies and Certified Community Health Clinics (CCBHCs) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,400 customers representing 75,000 providers serving more than 6 million patients. 

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

We’re open to remote candidates for this position! 

Responsibilities for the Support Agent II

  • Provide technical support to Customers by researching and answering questions; troubleshooting problems; optimizing software performance
  • Provide outstanding Customer Service, including timely, concise, and accurate responses
  • Provide proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner
  • Appropriately make decisions after receiving some assistance from manager, supervisor, and/or senior staff and seeks guidance on what to escalate
  • Clarify and understand customer business needs and work with manager, supervisor, and/or senior staff to formulate accurate resolutions to address customer need
  • Effectively communicate (verbal, listening, and written) with team, leadership, and customers
  • Maintain a collaborative presence within the team and engages others with critical thinking and positivity
  • Build reputation of dependability by upholding commitments.

Qualifications of the Support Agent II

  • Bachelor's degree or High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree
  • 4-5 years’ experience in support; 1 year of related EHR experience

Knowledge, Skills, and Abilities of the Support Agent II

  • Adheres to Ticket Productivity goals and adherence to SLA/SLO requirements
  • Resolve low to moderate complexity/priority requests with consistent quality
  • Breakdown of tasks per type (nomenclature dependent on ticketing solution):
    • Low complexity/priority tasks: 50%
    • Moderate/High complexity/priority tasks: 50%
  • Begins to develop knowledge of additional service offerings (Live Chat, Concierge, Phone Line)

Qualifacts is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.