Customer Support Specialist 1 - Gaidge

The Role Title: Customer Support Specialist 1 Gaidge | GCM

Team: Gaidge Location: Remote Reports To: Sr Manager Onboarding Support About PracticeTek Stop scrolling-your 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

About Gaidge At Gaidge our mission is to simplify the business of orthodontics. We provide actionable performance metrics new patient task management tools and business insights that help orthodontic practices operate more efficiently increase profitability and improve patient experiences. From digital health history forms and fee presentation tools to industry benchmarks and comprehensive data dashboards our platforms empower orthodontic teams to make data driven decisions and deliver exceptional patient experiences. We are seeking a Customer Support Specialist to join our growing team. This role is dedicated to providing world-class support to our clients assisting with troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process each customer interaction will require creative thinking soft skills and industry expertise to resolve therefore ensuring the client can fully leverage our software solutions to achieve their practice goals.

What Youll Do

Heres how youll help us bring our mission to life and show up as a Trusted Partner:

• Delivering excellent customer service through phone email and web-based support.

• Researching troubleshooting and resolving software and process-related issues quickly and accurately.

• Documenting support cases and resolutions thoroughly in our ticketing system.

• Providing workflow guidance and product best practices to clients ensuring strong user adoption and satisfaction.

• Collaborating with internal teams to share client feedback that drives product improvements.

How Success is Measured

Heres how well know youre making an impact and raising the bar:

• Response & Resolution Research troubleshoot diagnose and resolve support requests and software issues in a timely manner

• Customer Satisfaction (CSAT) Scores Consistently meeting or exceeding client satisfaction benchmarks.

• Case Documentation Quality Maintaining accurate thorough documentation of support issues and resolutions in our web-based ticketing system

• User Adoption/Engagement Feedback Identify and provide learned best practices to ease user adoption and engagement resulting in positive client feedback.

• First-Contact Resolution Field inbound customer support calls emails and chats and resolve issues without escalation when possible.

What You Bring

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

• Minimum of 2 years working in an orthodontic practice as financial coordinator treatment coordinator practice manager and/or operations

• Have a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops Cloud9 Dolphin OrthoTrac or Edge Cloud)

• Ability to troubleshoot and research complex software issues in a timely manner

• Excellent verbal and written communication skills with both clients and internal teams.

• Capable of managing multiple tasks prioritizing effectively and documenting thoroughly.

• Proactive in sharing insights and working with others to improve client outcomes.

• Drive to perform at a high level in a fast-paced environment balancing competing priorities and meeting objectives

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. 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.