Customer Support Specialist 1 - Gaidge - GCM

PracticeTek • San Diego, CA

2d • Hybrid

About The Position

PracticeTek is seeking a Customer Support Specialist for Gaidge, a company focused on simplifying the business of orthodontics. The role involves supporting clients by troubleshooting software issues, answering product questions, and helping practices maximize the value of Gaidge's solutions. This position requires strong communication, creative problem-solving, and a customer-first mindset to resolve issues quickly and professionally. PracticeTek is a leading retail-healthcare tech provider in North America, offering a comprehensive suite of solutions for various healthcare practices. Gaidge specifically provides actionable performance metrics, new patient task management tools, and business insights for orthodontic practices to improve efficiency, profitability, and patient experiences.

Requirements

• Minimum of 2 years of experience working in an orthodontic practice in a financial coordinator, treatment coordinator, practice manager, and/or operations role, or equivalent experience providing technical or software support within the orthodontic industry.
• At least 1 year of experience using one or more integration partner systems such as Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud.
• Strong ability to troubleshoot, research, and resolve complex software issues in a timely manner.
• Excellent verbal and written communication skills, with the ability to support both clients and internal teams.
• Ability to manage multiple priorities, stay organized, document thoroughly, and contribute proactively in a fast-paced environment.

Responsibilities

• Deliver excellent customer support across phone, email, and web-based channels with professionalism, empathy, and responsiveness.
• Research, troubleshoot, and resolve software and workflow issues accurately and efficiently, including multi-step problems that require creative thinking.
• Document support cases, findings, and resolutions thoroughly in the ticketing system to ensure clear follow-through and knowledge retention.
• Provide workflow guidance, product best practices, and practical recommendations that help clients improve adoption and achieve their practice goals.
• Partner with internal teams to surface customer trends, recurring issues, and product feedback that support ongoing improvement.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed