Customer Support Specialist I (Behavioral Health)

PracticeTek

2d • Hybrid

About The Position

PracticeTek is seeking a Customer Support Specialist I with a focus on Behavioral Health. This role involves resolving complex Tier 1 escalations, acting as a primary point of contact for escalated cases, and collaborating with other teams to ensure timely and accurate solutions. The company is a leading retail-healthcare tech provider aiming to revolutionize healthcare practices. They offer a dynamic work environment with opportunities for growth and impact, emphasizing innovation, collaboration, and a human-centric approach. The role can be remote, with a hybrid option for those located in Las Vegas, NV; Green Bay, WI; or San Diego, CA.

Requirements

• 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology.
• Experience working in a psychiatry, behavioral health, or mental health practice setting (e.g., front office, billing, or administrative roles).
• Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to collaborate effectively across technical and non-technical teams in a fast-paced environment.

Responsibilities

• Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues, ensuring timely and accurate solutions.
• Serve as the primary point of contact for escalated cases, delivering clear, proactive communication to customers throughout the troubleshooting process.
• Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance.
• Maintain high-quality, accurate documentation of incidents, resolutions, and trends within the ticketing system to ensure visibility and continuity.
• Create and continuously improve internal knowledge base content to reduce resolution time and enable Tier 1 teams to resolve issues independently.

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
• 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