Customer Success Specialist I

Title: Customer Success Specialist I Team: Customer Success Location: Remote Reports To: Customer Success Manager About PracticeTek Stop scrollingyour dream job might just be here! At PracticeTek we dont 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. Thats the vibe here: high-energy high-impact and 100% human. Ready to jump in? Lets go! Were 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 40000+ clinics worldwide. Over the years weve 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 youll have the flexibility to contribute across multiple brands each offering a unique path for growth. Whether youre 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 arent just words; theyre how we live work and make an impact together.

At PracticeTek youll 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 thats simpler smarter and better for everyone.

• Grow your career and your skills in an environment that celebrates curiosity collaboration and continuous development.

Why Youll Love It Here

As part of the TekTribe youll 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

Customer Success Department: The Customer Success Department is vital for our company reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process each customer problem will require creative thinking soft skills and expertise to solve. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers. What Youll Do Heres how youll help us bring our mission to life and show up as a Trusted Partner:

• Manage and resolve technical issues from our external Tier 1 support team. This includes complex system or software issues that require a deeper understanding of technical products or services.

• Investigate and diagnose issues related to software networks and system configurations.

• Act as the point of contact for escalated cases ensuring clear communication with customers regarding troubleshooting steps and solutions.

• Maintain accurate records of incidents and resolutions in the support ticketing system to ensure proper tracking and follow-up.

• Work closely with Tier 2 and Tier 3 support teams as well as other departments (e.g. development product management) to resolve issues.

• Develop and update documentation and knowledge base articles for common troubleshooting issues to assist other team members and improve response times.

How Success is Measured Heres how well know youre making an impact and raising the bar:

• Average resolution time for Tier 1 cases within team targets.

• Customer satisfaction (CSAT) scores at or above team goals.

• Reduction in the number of escalations to Tier 2 and beyond.

• Tickets handled per month at or above team goals.

• Quality of documentation and contributions to knowledge base.

What You Bring Your unique talents are what make you shine. For this role success looks like:

• 2+ years in a customer support or technical support role preferably in SaaS or healthcare technology.

• 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.

Why Youll Love It Here As part of the TekTribe youll 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.

Ready to Join? If youre excited to bring your ideas energy and expertise to a team thats shaping the future of healthcare we cant wait to hear from you. Apply today and lets make healthcare simpler smarter and Better.Together. The Fine Print (That Really Matters) At PracticeTek we determine compensation by considering market data internal equity and each candidates skills and experience. For this position we reasonably expect to pay $45000/yr. 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. practicetek.com