Customer Support Specialist
About PracticeTek
We don't do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Our mission is to revolutionize healthcare practices effortlessly, and we live out our brand promise every day: being the Trusted Partner in retail healthcare. With over 40,000 clinics worldwide, we offer a wide range of solutions including pre-encounter workflows, practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems.
Why You'll Love It Here
- 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
What You'll Do
- Provide timely, professional support to RevolutionEHR customers across phone, live chat, email, and support cases
- Troubleshoot customer-reported issues involving navigation, workflows, configuration, and system functionality
- Own assigned customer cases through resolution by documenting interactions and troubleshooting steps accurately, communicating status and next steps, and providing appropriate follow-up
- Partner with SMEs, Specialty Teams, Product, Development, Implementation, Billing, and other internal teams to resolve customer concerns and identify recurring issues
- Maintain current knowledge of RevolutionEHR functionality, product updates, support procedures, and applicable security, privacy, and HIPAA requirements while contributing to training, coaching, and process improvement
What You Bring
- 2 years of eyecare experience is required; RevolutionEHR experience is preferred
- Previous customer service, technical support, SaaS support, or help desk experience is preferred; healthcare, EHR/EMR, practice management, or optometry industry experience is a plus
- Strong verbal and written communication skills, including the ability to explain complex software functionality in a clear, easy-to-understand way
- Strong troubleshooting, critical-thinking, problem-solving, organizational, and time-management skills, with the ability to independently research customer questions and recognize when escalation is necessary
- A customer-focused, collaborative approach with strong attention to detail and the ability to manage multiple customer interactions while remaining professional and solution-focused in a fast-paced environment
Pay & Benefits
We reasonably expect to pay $19.50-$23.50 per hour for this position. 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.