Qualifacts

Solutions Engineer

• Provide multi-hour software demonstrations and training to employees, prospects, and existing customers, both on-site and off-site
• Set up, configure, and maintain demonstration databases
• Research and analyze prospective customer needs and state requirements to tailor product conversations and demonstrations
• Consult with C-level, director-level, and end-user staff to drive needs analysis and answer product, technical, and process questions
• Support the sales process through trade shows and other marketing efforts as needed
• Develop and regularly update internal, external, and client-specific demonstration materials
• Participate in customer user groups and product advisory boards as a technical expert and Product SME
• Liaise with help desk, product, projects, quality assurance/testing, and implementation services departments
• Align sales demonstration and implementation objectives with product evolution and customer needs
• Ensure new customers are properly transitioned into implementation

Solutions Consultant

Customer Support

• Deliver advanced Level 2 support
• Independently resolve complex issues and handle Level 1 and Level 2 case escalations
• Mentor and coach team members
• Drive process improvements and serve as a subject matter expert
• Ensure timely resolution of high-complexity issues
• Maintain and improve KPI reporting and service performance
• Drive proactive customer service and issue resolution
• Support continuous improvement initiatives and SOP compliance
• Contribute to team motivation and issue resolution
• 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

Lead Support Specialist – EHR Platform Billing Support

Implementation Specialist

• Assess clinical practices, state reporting, and patient treatment requirements; develop collaborative solutions and present recommendations
• Lead new customer implementations from kickoff through go-live
• Resolve client inquiries promptly and maintain ownership through resolution
• Maintain project documentation and communicate updates through agendas, minutes, and project management tools
• Build and sustain productive relationships with customers and internal teams
• Identify configuration requirements and implement best practices using consultative techniques
• Review and validate software configurations with customer implementation teams
• Ensure configured features meet quality standards and prepare customers for end-user training
• Complete product training and adapt across multiple EHR platforms
• Assess and resolve issues creatively, suggesting alternative approaches
• Document and track customer state and reporting requirements for compliance
• Record customer interactions in CRM according to established standards
• Participate in on-site visits as needed to gather data and understand workflows

Solutions Consultant

Lead Support Specialist – EHR Platform Billing Support

Clinical Implementation Specialist, EHR Platform