Customer Support Specialist II

PracticeTek • San Diego, CA

19h • Hybrid

About The Position

PracticeTek is a leading retail-healthcare tech provider in North America, aiming to revolutionize healthcare practices with technology. The company offers a wide range of solutions from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, serving over 40,000 clinics worldwide. PracticeTek emphasizes a culture of bold ideas, big impact, and continuous growth, fostering a high-energy, collaborative environment. The company values consistency, innovation, market-centric approaches, effortless experiences, accountability, and ethical decision-making. Employees have the opportunity to shape healthcare technology, collaborate with passionate individuals, see their impact firsthand, and grow their careers in an environment that celebrates curiosity and development. Magic Touch, a technology company providing software solutions for dental lab manufacturers, is part of PracticeTek. Its software streamlines operations, manages inventory, tracks sales, and enhances customer relationships. The Customer Support Department at Magic Touch is crucial to the customer experience, acting as problem-solvers and relationship builders within a multi-tiered support model. They handle resolutions, workflow guidance, and complex technical challenges, reflecting a commitment to responsiveness, expertise, and care. Collaboration across teams is key to ensuring clear communication and exceptional service, aligning with PracticeTek's mission to make healthcare technology effortless and accessible.

Requirements

• Technical support or help desk: 3–4 years (Required)
• Direct experience with proprietary or SaaS business software: 2–3 years (Required)
• SQL query writing and troubleshooting: 2 years (Required)
• Microsoft Windows Server OS: 2 years (Preferred)
• Familiarity with IIS, SSL certificates, or similar web environment troubleshooting
• Strong analytical, problem-solving, and communication skills

Nice To Haves

• CRM or ticketing software: 3–4 years (Preferred)

Responsibilities

• Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs.
• Accurately categorize and assign SLA tags to ensure correct prioritization and response.
• Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.
• Escalate to Tier 3 appropriately with complete context.
• Choose the most effective communication method (phone, chat, or email) to maximize efficiency.
• Deliver a professional, friendly experience in every interaction.
• Listen actively, collect relevant information, and provide timely solutions.
• Partner with other departments to share insights, improve workflows, contribute to knowledge base, and support knowledge transfers.
• Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.
• Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand-offs.
• Assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.
• Deliver training for staff and customers, pre- and post-launch, to support knowledge transfer and engagement.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day
• bonuses or equity, as applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees