Customer Support Representative (Doctible)

Job Title: Customer Support Representative
Department: Customer Success
Reports To: Customer Success Manager

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 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.

The Customer Success Department:
At Doctible, our Customer Success team serves as the cornerstone of customer satisfaction. We believe in going the extra mile to ensure that every aspect of our customers' needs is addressed promptly and with the highest level of care. Our support representatives are dedicated to becoming experts in our product, enabling them to efficiently resolve any issues that arise.

In this position, you'll have the opportunity to become a superhero for our customers, guiding them through the ins and outs of the Doctible platform. Through comprehensive training, you'll learn how to effectively manage and prioritize customer inquiries, providing both product and technical support as needed. Collaboration with your colleagues and other departments will be key as you work to deliver timely solutions and exceptional service to our valued customers.

We are seeking a proactive and enthusiastic Customer Support Representative to join our team. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping others. Do you have a customer-service-oriented mindset with a passion for learning new software and looking to grow within the product support industry? Perfect! It sounds like you’re meant to join our team as a Customer Success Associate!

The position is based in San Diego, CA with a remote work schedule.

Areas of Accountability:
The Customer Support Representative has responsibility for the following outcomes:

• Field inbound customer support phone calls and chats, as well as email-based tickets
• Various account maintenance responsibilities, such as scheduling calls to resync software, following up on delinquent accounts, and rescheduling training calls
• Diagnose and resolve customer issues in a timely fashion
• Research complex software logic issues
• Test new software features and functionality
• Thoroughly document support issues and resolutions via a web-based ticketing system
• Assist with and participate in special projects and initiatives
• Deliver excellent customer service, driving high levels of customer satisfaction
• Remain flexible and positive in the face of challenges

Competencies for Success:

• Must have experience with software support and customer service
• Strong analytical and problem-solving skills
• Excellent communication skills (both written and verbal)
• Ability to work, troubleshoot, and research solutions independently
• Teachability and a desire to learn and become an expert on software and procedures
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities and meeting individual and team objectives
• Contribute to a culture of collaboration, inclusiveness, dedication, and good fun
• Maintain high standards of integrity and accountability

Preferred:

• Experience in software support

At Doctible (part of the PracticeTek family of companies), we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills.

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 apply. 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 any other basis protected under applicable federal, state, or local law.