Customer Support Specialist II
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 for practitioners and has a mission to make healthcare technology effortless and accessible. The Customer Support Department is crucial to the customer experience, operating on a multi-tiered support model to assist dental lab manufacturers with software solutions. This department is dedicated to responsiveness, expertise, and care, collaborating across teams to ensure customer success. The Customer Support Specialist II is a key role within this department, acting as a proficient technical resource for complex customer issues, requiring in-depth investigation and product expertise.
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)
- Strong analytical, problem-solving, and communication skills
Nice To Haves
- Bachelor's (Preferred)
- CRM or ticketing software: 3–4 years (Preferred)
- Microsoft Windows Server OS: 2 years (Preferred)
- Familiarity with IIS, SSL certificates, or similar web environment troubleshooting
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 the 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
