Customer Support Specialist I

PracticeTek•Green Bay, WI

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.

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.