Customer Success Specialist 1
About The Position
PracticeTek is on a mission to revolutionize healthcare practices effortlessly and is one of the largest retail-healthcare tech providers in North America. They offer a comprehensive suite of solutions for Chiropractic, Wellbeing, Vision, and Dental providers. The company values innovation, collaboration, and continuous development, aiming to make healthcare simpler, smarter, and better. Employees are encouraged to contribute across multiple brands and have opportunities for growth. PracticeTek emphasizes core values such as consistent care, staying ahead, market-in approach, effortless experiences, open ownership, and doing right in every decision. The company fosters a high-energy, high-impact, and human-centric work environment where teammates celebrate wins and challenge each other to grow.
Requirements
- 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology.
- Experience working in psychiatry, behavioral health, or mental health practice settings (e.g., front office/reception, billing, administrative support, non-clinical positions).
- 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 escalated from the 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
- Culture Committee driving initiatives that spark connection, fun, and belonging
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
