Customer Support Specialist 1 - Gaidge - GCM

About PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. *We’re excited to consider remote candidates for this role! That said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you’re most productive. At PracticeTek, you’ll get to: Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. Team up with passionate, talented people who care deeply about patients, providers, and making a difference. See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. Why You’ll Love It Here As part of the TekTribe, you’ll enjoy: 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 to help you build your future Culture Committee driving initiatives that spark connection, fun, and belonging A workplace powered by innovation, collaboration, and energy every day About Gaidge At Gaidge, our mission is to simplify the business of orthodontics. We provide actionable performance metrics, new patient task management tools, and business insights that help orthodontic practices operate more efficiently, increase profitability, and improve patient experiences. From digital health history forms and fee presentation tools to industry benchmarks and comprehensive data dashboards, our platforms empower orthodontic teams to make data driven decisions and deliver exceptional patient experiences. 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. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: 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. How Success is Measured Here’s how we’ll know you’re making an impact and raising the bar: Response and resolution performance: Support requests are addressed and resolved within established service expectations. Customer satisfaction: CSAT scores consistently meet or exceed target benchmarks. First-contact resolution: Issues are resolved without escalation whenever possible. Case documentation quality: Support cases are documented accurately, completely, and in a timely manner. User adoption and client feedback: Customers receive helpful guidance that improves confidence, engagement, and overall experience with the software. What You Bring Your unique talents are what make you shine. For this role, success looks like: 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. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between [$50K-60K]. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law. This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees. #J-18808-Ljbffr PracticeTek