Customer Support Specialist I

About the role

PracticeTek is one of the largest retail‑healthcare tech providers in North America, serving 40,000+ clinics worldwide with platforms for Chiropractic, Wellbeing, Vision, and Dental providers. The company’s mission is to revolutionize retail healthcare practices effortlessly, delivering solutions that simplify, smarten, and improve care. This role offers flexibility to contribute across multiple brands, collaborate with passionate teammates, and grow in an environment that values curiosity, collaboration, and continuous development.

Responsibilities

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within established SLAs using Salesforce and Freshdesk, ensuring accurate, consistent records.
• Provide an empathetic, solutions‑focused experience for every customer interaction; send CSAT surveys post‑resolution, analyze trends, and share insights with the team.
• Collaborate across teams by accurately recording and communicating case details; develop and maintain internal and customer‑facing knowledge‑base articles.
• Track and escalate recurring issues to Tier 2 or management to ensure timely resolutions.
• Leverage internal tools to manage workload, document interactions, and schedule follow‑ups; stay current on process updates, products, and workflows.
• Contribute to light project‑management tasks, including progress tracking and deliverable updates.
• Participate in process‑improvement initiatives and internal documentation updates to enhance team efficiency.

Requirements

• 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
• High School Diploma or GED required; Associate’s or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills with the ability to build rapport and trust with customers.
• Excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast‑paced, evolving environment with shifting priorities.
• Technical aptitude and a willingness to learn new software and systems.

Pay

Base pay is expected to be between $20.00 and $23.00 per hour, determined by market data, internal equity, and the candidate’s skills and experience.

Benefits

• Health, dental, and vision insurance
• Paid time off
• 401(k) with company match
• Potential additional compensation such as bonuses or equity, as applicable