Customer Success Tier 2

Our Company:
PracticeTek is a large and established healthcare technology company, providing comprehensive software solutions to dental, orthodontic, chiropractic, optometry, and other healthcare clinics. We empower clinicians and their teams to deliver better patient care through innovative and user-friendly technology. 
At PracticeTek, you'll have the opportunity to: 

• Work with dynamic technology solutions that are constantly evolving to meet the needs of the healthcare industry. 
• Collaborate with a talented and passionate team of individuals who are dedicated to improving the lives of patients and healthcare providers. 
• Make a real impact on the healthcare industry by helping to improve the efficiency and quality of care. 
• Build a rewarding career with opportunities for growth and development. 

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. 
The Career Opportunity:
The Customer Success Tier 2 role is designed for individuals with a strong technical background who excel in troubleshooting complex issues. As part of our Tier 2 team, you will help customers who have escalated problems beyond the scope of Tier 1 support. Additionally, you will work closely with other support teams to ensure that technical challenges are addressed efficiently and resolved effectively. Needless to say, it's an exciting time to be part of our growing organization! 
This position is remote based.
Areas of Accountability:

• Manage and resolve escalated technical issues from Tier 1 support. 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 1 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.

Competencies of Success:

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science or related field
• Proven experience in customer support or related roles, with at least 3 years customer support experience.
• Strong problem-solving skills with the ability to handle complex customer issues.
• Excellent communication skills, both written and verbal, with the ability to manage and resolve conflicts.
• Proficient in customer support software and tools (e.g., Zendesk, Freshdesk, etc.).
• Ability to work effectively in a fast-paced environment while maintaining attention to detail.
• Strong analytical skills and experience with performance metrics and reporting.
• A positive, solution-oriented attitude and a passion for providing exceptional customer service.
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities and meeting objectives

Preferred:

• Experience in software support
• Experience using outpatient health software
• Experience supporting the outpatient health software industry

PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.