Customer Support Specialist I

PracticeTek•San Diego, CA

About The Position

About PracticeTek Stop scrolling - your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. At PracticeTek, You’ll Get To Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. Team up with passionate, talented people who care deeply about patients, providers, and making a difference. See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: Efficient Case and Call Handling 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. Customer Satisfaction & Experience Enhancement 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. Cross-Department Coordination & Documentation 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. Platform & Process Proficiency 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. Team & Project 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. Here’s how we’ll know you’re making an impact and raising the bar: Call Answer Rate: ≥90% Customer Satisfaction Score: ≥90% What You Bring Your unique talents are what make you shine. For this role, success looks like: 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. Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus. 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. Ready to Join? If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay a base pay between [SALARY RANGE]. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

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.