Customer Success Specialist

PracticeTek

12h

About The Position

PracticeTek is seeking a Customer Success Specialist to join their team. PracticeTek is a leading retail-healthcare tech provider in North America, offering a comprehensive suite of solutions for clinics. The company is mission-driven, focusing on revolutionizing healthcare practices with technology. Employees at PracticeTek have the opportunity to shape the future of healthcare, collaborate with passionate individuals, see their impact firsthand, and grow their careers in a supportive environment. The company values consistency, innovation, market-centricity, effortlessness, ownership, and doing the right thing.

The Customer Success Department plays a vital role in reactively assisting customers by troubleshooting and providing information regarding the software. This role requires creative thinking, soft skills, and expertise to solve customer problems, often involving collaboration with other departments to ensure software functionality and customer satisfaction.

Requirements

• 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.

Responsibilities

• Manage and resolve technical issues from external Tier 1 support teams, 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
• Culture Committee driving initiatives that spark connection, fun, and belonging

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees