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Customer Success Specialist

1 month, 3 weeks ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
PracticeTek

PracticeTek

PracticeTek is an innovative software and services company empowering healthcare clinics in the retail healthcare market with solutions that enhance patient experiences and streamline clinic operations.

Health Care Providers & Services
51-250
Founded 2020
View All Jobs 10

Description

  • Manage and resolve technical issues escalated from the external Tier 1 support team.
  • Investigate and diagnose issues involving software, networks, and system configurations.
  • Serve as the point of contact for escalated cases and communicate troubleshooting steps and resolutions to customers.
  • Maintain accurate incident and resolution records in the support ticketing system.
  • Collaborate with Tier 2 and Tier 3 support teams and other departments, including development and product management, to resolve issues.
  • Develop and update documentation and knowledge base articles for common troubleshooting issues.
  • Track and contribute to team performance goals related to resolution time, customer satisfaction, escalation reduction, ticket volume, and documentation quality.

Requirements

  • 2+ years of experience in a customer support or technical support role.
  • Experience in SaaS or healthcare technology is preferred.
  • Strong troubleshooting skills and ability to diagnose complex technical issues.
  • Excellent written and verbal communication skills with a customer-first mindset.
  • Proven ability to work cross-functionally with technical and non-technical teams.
  • Strong organizational skills and ability to prioritize in a fast-paced environment.

Benefits

  • Comprehensive health, dental, and vision coverage options.
  • Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing.
  • Flexible paid time off, sick time, and 10 company-paid holidays.
  • 401(k) plan with company match.
  • Eligibility for additional compensation such as bonuses or equity, as applicable.
  • Inclusive workplace culture with a Culture Committee focused on connection, fun, and belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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