[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.

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.