Customer Support Specialist I - Wellbeing

PracticeTek

16h • $20 - $23

About The Position

The Customer Support Specialist I supports PracticeTek’s Wellbeing customers by resolving escalated technical issues received from the external Tier 1 support team. The role investigates software, network, and system-configuration problems; communicates troubleshooting steps and solutions to customers; and records incidents and resolutions in the support ticketing system. The specialist works with Tier 2 and Tier 3 support teams and other departments, including development and product management, to resolve issues. The position also contributes documentation and knowledge base articles to help teammates troubleshoot common problems and improve response times.

Success is measured by resolution time for Tier 1 cases, customer satisfaction scores, reducing escalations to higher support tiers, ticket volume, and the quality of documentation. The role calls for at least two years of customer or technical support experience, ideally in SaaS or healthcare technology, as well as experience in a psychiatry, behavioral health, or mental health practice setting. Compensation is expected to be $20–$23 per hour. The role is eligible for benefits and may be eligible for additional compensation, such as bonuses or equity, as applicable.

Requirements

• At least 2 years of experience in a customer support or technical support role.
• Experience working in psychiatry, behavioral health, or mental health practice settings; this may include non-clinical front office, reception, billing, or administrative work.
• Strong troubleshooting skills and the ability to diagnose complex technical issues.
• Excellent written and verbal communication skills and a customer-first mindset.
• Ability to work cross-functionally with technical and non-technical teams.
• Strong organizational skills and the ability to prioritize in a fast-paced environment.

Nice To Haves

• Customer or technical support experience in SaaS or healthcare technology.

Responsibilities

• Manage and resolve technical issues escalated from the external Tier 1 support team, including complex system or software issues.
• Investigate and diagnose issues related to software, networks, and system configurations.
• Serve as the point of contact for escalated cases and clearly communicate troubleshooting steps and solutions to customers.
• Maintain accurate incident and resolution records in the support ticketing system.
• Work with Tier 2 and Tier 3 support teams and other departments, including development and product management, to resolve issues.
• Develop and update troubleshooting documentation and knowledge base articles.
• Meet team targets for resolution time, customer satisfaction, ticket volume, and reducing escalations.

Benefits

• Health insurance coverage options
• Dental insurance coverage options
• Vision insurance coverage options
• Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off
• Sick time
• 10 company-paid holidays
• 401(k) plan with company match
• Possible additional compensation, such as bonuses or equity, as applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed