Customer Support Specialist I - Payments

PracticeTek • Washington, DC

5d • Remote

About The Position

PracticeTek is seeking a customer-focused Customer Support Payment Specialist. This role is responsible for managing TopsPay Premier accounts while leading TopsPay Premier onboarding and driving successful customer adoption. It serves as a key point of contact for clients, ensuring service standards are met and customers are set up for long-term success. The specialist will help bring the company's mission to life by acting as a Trusted Partner. This involves leading and executing onboarding Premier projects, managing TopsPay Premier accounts, and upholding TopsPay Premier service standards. Additionally, the role includes supporting the training team in developing new team members’ software proficiency, delivering online training to new and existing clients for Premier and TopsPay Services, and assisting the cross-functional Services team in new client service activation and configuration. The specialist will also create curriculum, including training documentation and videos for TopsPay Premier, access client data to offer recommendations for better workflows, cross-sell integrated services, escalate Feature Requests as needed, and collaborate with cross-functional Tops teams for new training. Working with leaders to evaluate and improve onboarding workflows for efficiency and customer experience improvements is also a key responsibility. On occasion, there may be a need to travel to tradeshows, events, or for on-site customer onboarding.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• 2 years Orthodontic experience preferred
• 2+ years with SaaS platforms preferred
• 2+ years with Dental software customer support preferred
• Ability to train and transfer knowledge
• Strong team player with excellent work ethic and ability to work remotely with remote team
• Self-motivated approach, with a strong desire to grow as a leader
• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team
• Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion with a proactive approach
• Demonstrates strong documentation skills with the ability to create clear, accurate, and organized records, guides, and process notes to support onboarding and team continuity

Responsibilities

• Lead and execute onboarding Premier projects
• Manage TopsPay Premier accounts
• Uphold TopsPay Premier service standards
• Support the training team in developing new team members’ software proficiency
• Delivery online training to new and existing clients in a 1:1 & group training setting for Premier and TopsPay Services
• Assist cross-functional Services team in new client service activation and configuration as needed
• Create curriculum: training documentation & videos for TopsPay Premier
• Access client data & offer recommendations for better workflows
• Cross sell integrated services
• Escalate Feature Requests as needed
• Collaborate with cross functional Tops teams for new training
• Work with leaders to evaluate & improve onboarding workflows for efficiency & customer experience improvements
• On occasion, a willingness to travel to tradeshows, events, or on-site customer onboarding

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