[Hiring] Customer Support Specialist I - Payments @PracticeTek

Role Description

We are seeking a customer-focused Customer Support Payment Specialist. This role is responsible for managing TopsPay Premier accounts while leading TopsPay Premier onboarding and driving successful customer adoption. It serves as a key point of contact for clients, ensuring service standards are met and customers are set up for long-term success.

Areas of Accountability:

• Lead and execute onboarding Premier projects
• Manage TopsPay Premier accounts
• Uphold TopsPay Premier service standards
• Support the training team in developing new team members’ software proficiency
• Deliver online training to new and existing clients in a 1:1 & group training setting for Premier and TopsPay Services
• Assist cross-functional Services team in new client service activation and configuration as needed
• Create curriculum: training documentation & videos for TopsPay Premier
• Access client data & offer recommendations for better workflows
• Cross sell integrated services
• Escalate Feature Requests as needed
• Collaborate with cross functional Tops teams for new training
• Work with leaders to evaluate & improve onboarding workflows for efficiency & customer experience improvements
• On occasion, a willingness to travel to tradeshows, events, or on-site customer onboarding

How Success is Measured

• CSAT (Onboarding Satisfaction): ≥95% positive feedback
• Monitor and uphold SLA commitments to ensure timely service delivery
• Time-to-Value: Customers fully trained and launched in ≤45 days

Qualifications

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• 2 years Orthodontic experience preferred
• 2+ years with SaaS platforms preferred
• 2+ years with Dental software customer support preferred
• Ability to train and transfer knowledge
• Strong team player with excellent work ethic and ability to work remotely with remote team
• Self-motivated approach, with a strong desire to grow as a leader
• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team
• Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion with a proactive approach
• Demonstrates strong documentation skills with the ability to create clear, accurate, and organized records, guides, and process notes to support onboarding and team continuity

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