Customer Support Specialist 1 - Gaidge - GCM

PracticeTek • San Diego, CA

3d • $50,000 - $60,000 • Hybrid

About The Position

As a Customer Support Specialist, you’ll support clients by troubleshooting software issues, answering product questions, and helping practices get the most value from our solutions. This role requires strong communication, creative problem-solving, and a customer-first mindset to resolve issues quickly and professionally.

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
• May be eligible for additional compensation such as bonuses or equity

What This Job Offers

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