[Hiring] Customer Success Specialist @PracticeTek

Role Description

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Qualifications

• 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology.
• Strong troubleshooting skills and ability to diagnose complex technical issues.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to work cross-functionally with technical and non-technical teams.
• Strong organizational skills and ability to prioritize in a fast-paced environment.

Requirements

• Manage and resolve technical issues from our external Tier 1 support team, including complex system or software issues.
• Investigate and diagnose issues related to software, networks, and system configurations.
• Act as the point of contact for escalated cases, ensuring clear communication with customers regarding troubleshooting steps and solutions.
• Maintain accurate records of incidents and resolutions in the support ticketing system.
• Work closely with Tier 2 and Tier 3 support teams, as well as other departments (e.g., development, product management), to resolve issues.
• Develop and update documentation and knowledge base articles for common troubleshooting issues.

Benefits

• Comprehensive health, dental, and vision coverage options.
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing.
• Flexible paid time off, sick time, and 10 company-paid holidays.
• 401(k) plan with company match to help you build your future.
• Culture Committee driving initiatives that spark connection, fun, and belonging.
• A workplace powered by innovation, collaboration, and energy every day.

How Success is Measured

• Average resolution time for Tier 1 cases within team targets.
• Customer satisfaction (CSAT) scores at or above team goals.
• Reduction in the number of escalations to Tier 2 and beyond.
• Tickets handled per month at or above team goals.
• Quality of documentation and contributions to knowledge base.