Customer Support Specialist
About The Position
PracticeTek is seeking a Customer Support Specialist to provide timely, professional support to RevolutionEHR customers across phone, live chat, email, and support cases. This role involves troubleshooting customer-reported issues related to navigation, workflows, configuration, and system functionality, utilizing available resources and escalating when necessary. The specialist will own assigned customer cases through resolution, documenting interactions and troubleshooting steps, communicating status, and providing follow-up. Collaboration with internal teams such as SMEs, Specialty Teams, Product, Development, Implementation, and Billing is crucial for resolving customer concerns and identifying recurring issues. Maintaining current knowledge of RevolutionEHR functionality, product updates, support procedures, and HIPAA requirements, while contributing to training, coaching, and process improvement, is also a key aspect of the role. Success will be measured by the consistent quality, professionalism, responsiveness, and follow-through in handling customer cases, accurate diagnosis and resolution or escalation of issues, complete and accurate case documentation, meeting performance expectations for quality, productivity, responsiveness, customer experience, attendance, and schedule adherence, and contributing to improved support processes and customer experience through feedback.
Requirements
- 2 years of eyecare experience is required
- Strong verbal and written communication skills, including the ability to explain complex software functionality in a clear, easy-to-understand way.
- Strong troubleshooting, critical-thinking, problem-solving, organizational, and time-management skills, with the ability to independently research customer questions and recognize when escalation is necessary.
- A customer-focused, collaborative approach with strong attention to detail and the ability to manage multiple customer interactions while remaining professional and solution-focused in a fast-paced environment.
Nice To Haves
- RevolutionEHR experience is preferred.
- Previous customer service, technical support, SaaS support, or help desk experience is preferred
- healthcare, EHR/EMR, practice management, or optometry industry experience is a plus.
Responsibilities
- Provide timely, professional support to RevolutionEHR customers across phone, live chat, email, and support cases, resolving questions and issues with clear, accurate guidance.
- Troubleshoot customer-reported issues involving navigation, workflows, configuration, and system functionality, using available resources and escalating when additional expertise is required.
- Own assigned customer cases through resolution by documenting interactions and troubleshooting steps accurately, communicating status and next steps, and providing appropriate follow-up.
- Partner with SMEs, Specialty Teams, Product, Development, Implementation, Billing, and other internal teams to resolve customer concerns and identify recurring issues that may improve the customer experience.
- Maintain current knowledge of RevolutionEHR functionality, product updates, support procedures, and applicable security, privacy, and HIPAA requirements while contributing to training, coaching, and process 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
- may be eligible for additional compensation such as bonuses or equity, as applicable
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
