Customer Support Specialist II - Patients

PracticeTek

4d•$22 - $25

About The Position

PracticeTek is seeking a Customer Support Specialist II to support patients by handling Tier 1 support cases through email, phone, and chat. The role focuses on prompt, professional, empathetic customer service and accurate resolution and documentation of cases within established service-level agreements. The specialist uses Salesforce, Freshdesk, and other internal tools to manage workload, document interactions, and schedule follow-ups. The position also supports customer satisfaction efforts, cross-department coordination, knowledge-base documentation, escalation of recurring issues, and process improvement. The specialist contributes to light project-management tasks and keeps current with product, process, and workflow updates. Success is measured in part by a call answer rate of at least 90% and a customer satisfaction score of at least 90%.

Requirements

At least 4 years of experience in customer success, account management, or a related field; SaaS or technology experience is preferred.
High school diploma or GED.
Strong communication and interpersonal skills, including the ability to build rapport and trust with customers.
Excellent problem-solving and critical-thinking abilities.
Ability to manage multiple accounts and projects simultaneously.
Ability to thrive in a fast-paced, evolving environment with shifting priorities.
Technical aptitude and willingness to learn new software and systems.

Nice To Haves

Associate’s or bachelor’s degree in Business, Marketing, Communications, or a related field.
Experience as a team lead or shift lead.
Experience in a SaaS or technology company.

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.
Provide an empathetic, solutions-focused experience in every customer interaction.
Send post-resolution CSAT surveys, analyze trends, and share insights with the team.
Accurately record and communicate case details across teams.
Develop and maintain internal and customer-facing knowledge-base articles.
Track recurring issues and escalate them to Tier 2 or management.
Use internal tools to manage workload, document interactions, and schedule follow-ups.
Stay current on process updates, products, and workflows.
Support light project-management tasks, including progress tracking and deliverable updates.
Participate in process-improvement initiatives and internal documentation updates.