Customer Support Specialist I

PracticeTek•Las Vegas, NV

7d•$20 - $23

About The Position

PracticeTek is seeking a Customer Support Specialist I to join their team. The company is a leading provider of retail healthcare technology solutions, serving over 40,000 clinics worldwide in the Chiropractic, Wellbeing, Vision, and Dental sectors. PracticeTek aims to revolutionize healthcare practices by offering a comprehensive suite of tools, from pre-encounter workflows to practice management and payment systems. The company culture is described as bold, high-energy, and focused on growth, collaboration, and making a significant impact. Employees are encouraged to contribute across multiple brands and are supported in their career development. PracticeTek values consistency, innovation, a market-driven approach, effortless experiences, open ownership, and ethical decision-making.

Requirements

2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
High School Diploma or GED required.
Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
Excellent problem-solving and critical-thinking abilities.
Ability to manage multiple accounts and projects simultaneously.
Thrives in a fast-paced, evolving environment with shifting priorities.
Technical aptitude and a willingness to learn new software and systems.

Nice To Haves

Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.

Responsibilities

Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
Document and resolve cases within established SLAs using Salesforce and Freshdesk to maintain accurate, consistent records.
Provide an empathetic, solutions-focused experience for every customer interaction.
Send CSAT surveys post-resolution, analyze trends, and share insights with the team to support continuous improvement.
Collaborate across teams by accurately recording and communicating case details.
Develop and maintain internal and customer-facing knowledge base articles.
Track and escalate recurring issues to Tier 2 or management to ensure timely resolutions.
Leverage internal tools to manage workload, document interactions, and schedule follow-ups.
Stay current on process updates, products, and workflows to ensure consistent, high-quality support.
Contribute to light project management tasks, including progress tracking and deliverable updates.
Participate in process improvement initiatives and internal documentation updates to enhance team efficiency.