Customer Support Specialist

PracticeTek • San Diego, CA

2d • $20 - $24

About The Position

PracticeTek is seeking a Customer Support Specialist to join their team. The company is a leading provider of healthcare technology solutions, aiming to revolutionize healthcare practices. They offer a dynamic and supportive work environment with opportunities for growth and impact. The role involves supporting RevolutionEHR, a cloud-based Electronic Health Record (EHR) and practice management platform used by eye care professionals. The company values innovation, collaboration, and a human-centric approach.

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
• 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