Customer Support Specialist 1 - Gaidge

PracticeTek

4d • Remote

About The Position

We are seeking a Customer Support Specialist to join our growing team. This role is dedicated to providing world-class support to our clients, assisting with troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer interaction will require creative thinking, soft skills, and industry expertise to resolve, therefore, ensuring the client can fully leverage our software solutions to achieve their practice goals.

Requirements

• Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operations
• Have a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud)
• Ability to troubleshoot and research complex software issues in a timely manner
• Excellent verbal and written communication skills with both clients and internal teams.
• Capable of managing multiple tasks, prioritizing effectively, and documenting thoroughly.
• Proactive in sharing insights and working with others to improve client outcomes.
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives

Responsibilities

• Delivering excellent customer service through phone, email, and web-based support.
• Researching, troubleshooting, and resolving software and process-related issues quickly and accurately.
• Documenting support cases and resolutions thoroughly in our ticketing system.
• Providing workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction.
• Collaborating with internal teams to share client feedback that drives product improvements.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees