Customer Support Specialist I (Behavioral Health)

About PracticeTek

We don't 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. That's the vibe here: high-energy, high-impact, and 100% human.

What You'll Do

• Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues, ensuring timely and accurate solutions.
• Serve as the primary point of contact for escalated cases, delivering clear, proactive communication to customers throughout the troubleshooting process.
• Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance.
• Maintain high-quality, accurate documentation of incidents, resolutions, and trends within the ticketing system to ensure visibility and continuity.
• Create and continuously improve internal knowledge base content to reduce resolution time and enable Tier 1 teams to resolve issues independently.

Requirements

• 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology.
• Experience working in a psychiatry, behavioral health, or mental health practice setting (e.g., front office, billing, or administrative roles).
• Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to collaborate effectively across technical and non-technical teams in a fast-paced environment.

Benefits

• 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.

The Fine Print

• We determine compensation by considering market data, internal equity, and each candidate's skills and experience. For this position, we reasonably expect to pay between $43682-$55,000.
• 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.