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Customer Support Specialist I (Behavioral Health)

1 month, 3 weeks ago
United States
Full-time
Junior
Customer Support
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

  • Resolve complex Tier 1 escalations by diagnosing root causes across software, system configuration, and network-related issues.
  • Serve as the primary point of contact for escalated cases and provide clear, proactive communication to customers throughout troubleshooting.
  • Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance.
  • Maintain accurate documentation of incidents, resolutions, and trends in the ticketing system.
  • Create and continuously improve internal knowledge base content to help Tier 1 teams resolve issues independently.
  • Track resolution time, customer satisfaction, escalation reduction, and ticket volume to meet team performance targets.
  • Support a customer-first troubleshooting experience in a fast-paced, collaborative environment.

Requirements

  • 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.
  • Proven ability to collaborate effectively across technical and non-technical teams.
  • Ability to work in a fast-paced environment.
  • Experience with healthcare technology support is preferred.
  • Remote candidates are considered; hybrid work is available for candidates based in Las Vegas, NV, Green Bay, WI, or San Diego, CA.

Benefits

  • Competitive pay of $21-$23 per hour.
  • 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.
  • Potential eligibility for additional compensation such as bonuses or equity.
  • Remote-friendly work arrangement, with a hybrid schedule available in Las Vegas, NV, Green Bay, WI, or San Diego, CA.

Interested in this position?

Apply directly on the company website

Apply Now

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