Customer Support Specialist

Why You’ll Love It Here 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. 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. 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. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues, ensuring timely and accurate solutions. Serve as the primary point of contact for escalated cases, delivering clear, proactive communication to customers throughout the troubleshooting process. Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance. Maintain high-quality, accurate documentation of incidents, resolutions, and trends within the ticketing system to ensure visibility and continuity. Create and continuously improve internal knowledge base content to reduce resolution time and enable Tier 1 teams to resolve issues independently. How Success is Measured Here’s how we’ll know you’re making an impact and raising the bar: Average resolution time for Tier 1 escalations meets or exceeds team targets. Customer satisfaction (CSAT) scores consistently meet or exceed team benchmarks. Reduction in escalations to Tier 2 and Tier 3 through effective first-touch resolution. Ticket volume handled per month meets productivity expectations while maintaining quality. Quality and usability of documentation improves team efficiency and knowledge sharing. What You Bring For this role, success looks like: 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology. Experience working in a psychiatry, behavioral health, or mental health practice setting (e.g., front office, billing, or administrative roles). Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues. Excellent written and verbal communication skills with a customer-first mindset. Proven ability to collaborate effectively across technical and non-technical teams 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 $21-$23/Hr. 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. Equal Opportunity Employer 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