Customer Support Specialist I (Cloud Software Support)

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. 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 Business Unit ChiroTouch (Integrated Practice Solutions, Inc.) ChiroTouch delivers industry-leading practice management software designed specifically for chiropractic clinics. As part of PracticeTek, the platform enables providers to streamline operations, improve patient experiences, and run more efficient practices through intuitive, reliable technology. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations Diagnosing and troubleshooting software issues, guiding customers through solutions that improve product adoption and overall experience Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers Collaborate cross-functionally with Product, Engineering, and other teams to elevate issues, drive resolutions, and improve overall system performance How Success is Measured Here’s how we’ll know you’re making an impact and raising the bar: Customer satisfaction (CSAT) scores consistently meet or exceed >93% Average ticket resolution time meets defined service level targets First contact resolution rate improves or exceeds team benchmarks Ticket documentation quality and accuracy meet internal audit standards Call handling quality and accuracy meet internal audit standards Contribution to team goals, including backlog reduction and service efficiency improvements What You Bring Your unique talents are what make you shine. For this role, success looks like: Experience in SaaS customer support or a similar customer-facing software support role Strong troubleshooting and analytical skills, with the ability to resolve issues independently Clear and professional written and verbal communication skills Demonstrated ability to learn and navigate software systems quickly Proven ability to manage multiple priorities while maintaining attention to detail and service quality 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 $47000 – $58000 . 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