Customer Support Specialist 1

PracticeTek

96d

About The Position

The Customer Support Specialist 1 role at PracticeTek is dedicated to providing world-class support to clients, assisting with troubleshooting and providing information regarding the software. This position requires creative thinking, soft skills, and industry expertise to resolve customer issues, ensuring clients can fully leverage the software solutions to achieve their practice goals. The role involves delivering excellent customer service through various channels, documenting support cases, and collaborating with internal teams to drive product improvements.

Requirements

• Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager, or operations.
• Minimum of 1 year experience working with at least one of the 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

• Deliver excellent customer service through phone, email, and web-based support.
• Research, troubleshoot, and resolve software and process-related issues quickly and accurately.
• Document support cases and resolutions thoroughly in the ticketing system.
• Provide workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction.
• Collaborate 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 build your future.
• Culture Committee driving initiatives that spark connection, fun, and belonging.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees