Customer Support Specialist I

PracticeTek•Green Bay, WI

11h

About The Position

PracticeTek is seeking a Customer Support Specialist I to join their team. The company is a leading retail-healthcare tech provider in North America, offering a comprehensive suite of solutions for various healthcare practices. PracticeTek is on a mission to revolutionize healthcare practices effortlessly and is looking for individuals who are bold, impactful, and eager to grow. The company fosters a high-energy, high-impact, and human-centric work environment where collaboration and continuous development are encouraged. Employees have the opportunity to contribute across multiple brands and grow their careers within the organization. PracticeTek values consistency, proactivity, market-centricity, effortlessness, 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.