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Customer Support Specialist I - Wellbeing

43 minutes ago
United States
Full-time
Junior
Technical Support Engineer
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 2

Description

  • Manage and resolve complex technical issues escalated from the external Tier 1 support team.
  • Investigate and diagnose software, network, and system configuration issues.
  • Communicate troubleshooting steps, resolutions, and updates to customers handling escalated cases.
  • Maintain accurate incident and resolution records in the support ticketing system.
  • Collaborate with Tier 2 and Tier 3 support, development, product management, and other departments.
  • Create and update troubleshooting documentation and knowledge base articles.
  • Meet team targets for resolution time, customer satisfaction, ticket volume, escalation reduction, and documentation quality.

Requirements

  • 2+ years of experience in customer support or technical support, preferably in SaaS or healthcare technology.
  • Experience working in psychiatry, behavioral health, or mental health practice settings, including front office, billing, administrative, or other non-clinical roles.
  • Strong troubleshooting skills and the ability to diagnose complex technical issues.
  • Excellent written and verbal communication skills with a customer-first mindset.
  • Proven ability to collaborate with technical and non-technical teams.
  • Strong organizational skills and the ability to prioritize work in a fast-paced environment.

Benefits

  • Hourly compensation of $19–$23.
  • 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 bonuses or equity, as applicable.
  • Culture Committee initiatives supporting connection, belonging, and employee engagement.

Interested in this position?

Apply directly on the company website

Apply Now

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