[Hiring] Customer Support Specialist II @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.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Efficient Case and Call Handling
  • Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
  • Document and resolve cases within established SLAs using Salesforce and Freshdesk to maintain accurate, consistent records.
• Customer Satisfaction & Experience Enhancement
  • Provide an empathetic, solutions-focused experience for every customer interaction.
  • Send CSAT surveys post-resolution, analyze trends, and share insights with the team to support continuous improvement.
• Cross-Department Coordination & Documentation
  • Collaborate across teams by accurately recording and communicating case details.
  • Develop and maintain internal and customer-facing knowledge base articles.
  • Track and escalate recurring issues to Tier 2 or management to ensure timely resolutions.
• Platform & Process Proficiency
  • Leverage internal tools to manage workload, document interactions, and schedule follow-ups.
  • Stay current on process updates, products, and workflows to ensure consistent, high-quality support.
• Team & Project Support
  • Contribute to light project management tasks, including progress tracking and deliverable updates.
  • Participate in process improvement initiatives and internal documentation updates to enhance team efficiency.

Here’s how we’ll know you’re making an impact and raising the bar:

• Call Answer Rate: ≥90%
• Customer Satisfaction Score: ≥90%

Qualifications

• 4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
• High School Diploma or GED required. Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving and critical-thinking abilities.
• Experience as a team or shift lead is preferable.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast-paced, evolving environment with shifting priorities.
• Technical aptitude and a willingness to learn new software and systems.

Benefits

• Health, dental, and vision insurance.
• Paid time off.
• 401(k) with company match.
• Potential for additional compensation such as bonuses or equity, as applicable.

Company Description

PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide.

We are united by one mission, to revolutionize retail healthcare practices effortlessly.