{"id":1665325,"url":"https://alion.io/job/qualifacts-support-specialist","title":"Support Specialist","company":{"id":2084708,"name":"Qualifacts","domain":"qualifacts.com","url":"https://alion.io/company/qualifacts","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vadodara, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":16500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1374},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-10T21:33:12Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Job Description:\nKey Outcomes\nMeet or exceed SLA/SLO targets for response and resolution.\nAchieve high customer satisfaction (CSAT) and first-contact resolution rates.\nContribute new or updated solution articles each quarter.\nProactively reduce escalations through effective communication and issue management.\nResponsibilities\nTroubleshoot and resolve technical issues for customers across multiple support channels.\nDocument all customer interactions and solutions accurately; escalate per guidance.\nCommunicate clearly and professionally with customers and internal teams. (verbal, listening, and written)\nCollaborate with peers and senior staff; share insights and best practices.\nMaintain case hygiene and uphold commitments.\nLearn advanced tools and expand service area expertise.\nProvide outstanding customer service, including timely, concise, and accurate responses, proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner\nMake appropriate decisions after receiving some assistance from manager, supervisor, and/or senior staff and seek guidance on what to escalate\nMaintain a collaborative presence within the team and engage others with critical thinking and positivity\nBuild reputation of dependability by upholding commitments.\nClarify and understand customer business needs and work with manager, supervisor, and/or senior staff to formulate accurate resolutions to address customer need\nResolves 50% of low and 50% of moderate-complexity issues\nQualifications\nBachelor's degree: High School diploma with relevant EHR/Software customer service or behavioral health agency experience may substitute for undergraduate degree\n1+ years of related experience.\nSkills & Competencies\nClear written and verbal communication.\nProblem-solving and critical thinking.\nCustomer empathy and professionalism.\nTeam collaboration and positivity.\nGains understanding as a result of guidance from manager, supervisor, senior staff and research processes\nResolves low to moderate complexity issues across multiple support channels (Cases, Phone Support, Live Chat, Etc.)\nQualifacts is an equal opportunity employer. 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