Support Specialist Lead (EHR platform billing support)

Support Specialist Lead The Support Specialist Lead will deliver advanced Level2 support, while independently resolving complex issues and handling Level1 and Level2 case escalations. They will mentor and coach team members, help drive process improvements, and serve as a subject matter expert to ensure exceptional customer outcomes and continuous team development. They will also be responsible for ensuring timely resolution of high‑complexity issues, maintaining and improving KPI reporting and service performance, driving proactive customer service and issue resolution, supporting continuous improvement initiatives and SOP compliance, and actively contributing to team motivation and issue resolution. Responsibilities 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 High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for an undergraduate degree. 5+ years of related experience. Must have billing/RCM knowledge and experience. Knowledge, Skills, and Abilities Complete understanding of area of specialization; applies advanced problem‑solving techniques. Handle high‑complexity tasks; work 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. Remote candidates will not be considered. Equal Opportunity Employer Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr Tishman Speyer Properties