Lead Support Specialist – EHR Platform Billing Support

Qualifacts

. Deliver advanced Level 2 support .

Posted 9/28/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering advanced Level 2 support, mentoring team members, and driving process improvements while ensuring high customer satisfaction and adherence to KPIs. Proficient in troubleshooting complex issues and maintaining SOP compliance.

Highest-signal resume keywords

Advanced Level 2 SupportKPI ReportingSOP ManagementMentoring Team MembersTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem-Solving TechniquesHigh-Complexity Task ManagementIssue AnalysisCustomer ServiceTicketing System Support

Soft Skills

CoachingMotivating Team MembersAdapting Communication Style

Certifications & Qualifications

Bachelor's DegreeEHR/Software Customer Service Experience

Industry Keywords

Behavioral Health AgencySLA/SLO AdherenceContinuous Improvement InitiativesCustomer Satisfaction (CSAT)Professional Services Processes

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Complete understanding of area of specialization; applies advanced problem-solving techniques
Ability to handle high-complexity tasks independently with judgment and interpretation
Ability to enhance relationships with internal/external partners and adapt communication style for diverse audiences
Strong troubleshooting, SOP management, and KPI reporting skills
Ability to coach, mentor, and motivate team members