Customer Support Specialist I (Cloud Software Support)

About the role

At 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.

We’re on a mission to revolutionize healthcare practices effortlessly and live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need—from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems—for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together best-in-class platforms that serve Chiropractic, Wellbeing, Vision, and Dental providers and their patients, united by one mission: to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Responsibilities

• Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations.
• Diagnose and troubleshoot software issues, guiding customers through solutions that improve product adoption and overall experience.
• Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency.
• Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers.
• Collaborate cross-functionally with Product, Engineering, and other teams to escalate issues, drive resolutions, and improve overall system performance.

How Success is Measured

• Customer satisfaction (CSAT) scores consistently meet or exceed >93%.
• Average ticket resolution time meets defined service level targets.
• First contact resolution rate improves or exceeds team benchmarks.
• Ticket documentation quality and accuracy meet internal audit standards.
• Call handling quality and accuracy meet internal audit standards.
• Contribution to team goals, including backlog reduction and service efficiency improvements.

Requirements

• Experience in SaaS customer support or a similar customer-facing software support role.
• Strong troubleshooting and analytical skills, with the ability to resolve issues independently.
• Clear and professional written and verbal communication skills.
• Demonstrated ability to learn and navigate software systems quickly.
• Proven ability to manage multiple priorities while maintaining attention to detail and service quality.

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.