Customer Support Specialist I - Tops
About The Position
PracticeTek is seeking a Customer Support Specialist I to support customers using the Tops practice management platform. The role focuses on troubleshooting customer issues, guiding users through the software, and contributing to customer success, retention, escalations, and sales opportunities. The ideal candidate has experience with Tops or other orthodontic SaaS systems, provides attentive, high-quality service, follows up consistently, and works collaboratively with customers and internal teams. The position handles a high volume of phone and email support—more than 500 calls and emails per week—and works with Product and Development teams to investigate and resolve reported issues. Candidates may work remotely, with a preference for those in the MST or PST time zones. Candidates based in Las Vegas, Green Bay, or San Diego have a hybrid option of three office days per week. Occasional travel to tradeshows or events may be required. The expected compensation range is $20–$24 per hour.
Requirements
- Prior experience and knowledge of orthodontics SaaS systems; Tops, Greyfinch, Ortho2, or Cloud9 experience is preferred.
- Familiarity with SaaS platforms and integrated product support, including troubleshooting and resolving issues across connected systems.
- Strong teamwork, work ethic, and ability to work remotely with a remote team.
- Self-motivation and a desire to grow as a leader.
- Coachability and willingness to contribute as a teammate.
- Ability to build trustworthy relationships with business leaders, customers, vendors, and senior leadership.
- Action-oriented approach, strong sense of urgency, and ability to overcome obstacles to achieve timely results.
- Bachelor’s degree preferred, or equivalent combination of education and work experience.
Nice To Haves
- Bachelor’s degree.
- Experience with Tops, Greyfinch, Ortho2, or Cloud9 orthodontics SaaS systems.
- Location in the MST or PST time zones.
Responsibilities
- Provide phone and email service and support to end users, handling a volume of more than 500 calls and emails per week.
- Use active listening to identify client needs and urgency.
- Determine appropriate solutions using internal resources and escalate priority issues according to client specifications.
- Replicate customer-reported issues and collaborate with Product and Development teams to deliver solutions.
- Document actions taken on support incidents and record resolutions clearly and concisely.
- Generate leads for services and sales.
- Share customer feedback and suggestions with the appropriate internal teams.
- Travel occasionally to tradeshows or events.
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 and sick time.
- 10 company-paid holidays.
- 401(k) plan with company match.
- May be eligible for additional compensation such as bonuses or equity, as applicable.
- Culture Committee initiatives that foster connection, fun, and belonging.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
