Customer Support Specialist II

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 over 40,000 clinics worldwide. Over the years we've brought together best‑in‑class platforms serving 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 evolving technology solutions; team up with passionate, talented people who care deeply about patients and providers; see your impact firsthand by helping practices deliver care that's simpler, smarter, and better for everyone; and grow your career and skills in an environment that celebrates curiosity, collaboration, and continuous development. Magic Touch is a technology company that provides software solutions tailored exclusively for dental lab manufacturers. Its software helps manufacturers streamline operations, manage inventory, track sales, and enhance customer relationships. With a focus on innovation and customer satisfaction, Magic Touch is a trusted partner for dental manufacturers of all sizes. The Customer Support Department at Magic Touch is the heartbeat of the customer experience—a team of problem‑solvers, innovators, and relationship builders dedicated to helping dental lab manufacturers get the most from our software solutions. Operating within a multi‑tiered support model, specialists handle everything from quick resolutions and workflow guidance to complex database, automation, and integration challenges. Every interaction reflects our commitment to responsiveness, expertise, and genuine care. We collaborate closely across teams to ensure every customer receives clear communication, lasting solutions, and exceptional service. Guided by PracticeTek's mission to make healthcare technology effortless and accessible, our department thrives on curiosity, accountability, and the shared goal of helping our clients succeed. The Career Opportunity: The Customer Support Specialist II is a proficient technical resource responsible for managing complex customer issues requiring deeper investigation and product expertise. This role handles Tier 2 support calls, chats, and emails, analyzing, reproducing, and troubleshooting issues to deliver timely and accurate resolutions. Leveraging SQL Server skills, the specialist uses and writes queries to diagnose data‑related problems and troubleshoot issues. As a subject‑matter expert in core product functionality and dental lab manufacturing workflows, this position bridges frontline and advanced support by mentoring Tier 1 specialists, coordinating escalations, and collaborating with cross‑functional teams. The specialist also participates in internal and customer training to strengthen knowledge sharing and product adoption.

Responsibilities

• Ticket Management: Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs; accurately categorize and assign SLA tags to ensure correct prioritization and response.
• Calls, Chats & Emails: Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible; escalate to Tier 3 appropriately with complete context; choose the most effective communication method (phone, chat, or email) to maximize efficiency.
• Customer Satisfaction: Deliver a professional, friendly experience in every interaction; listen actively, collect relevant information, and provide timely solutions.
• Collaboration: Partner with other departments to share insights, improve workflows, contribute to the knowledge base, and support knowledge transfers.
• Mentorship: Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.
• Escalations: Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand‑offs; assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.
• Training: Deliver training for staff and customers, pre‑ and post‑launch, to support knowledge transfer and engagement.

Qualifications

• Education: Bachelor's degree (Preferred)
• Experience: Technical support or help desk – 3‑4 years (Required)
• Experience: Direct experience with proprietary or SaaS business software – 2‑3 years (Required)
• Experience: CRM or ticketing software – 3‑4 years (Preferred)
• Experience: Microsoft Windows Server OS – 2 years (Preferred)
• Experience: SQL query writing and troubleshooting – 2 years (Required)
• Familiarity with IIS, SSL certificates, or similar web‑environment troubleshooting
• Strong analytical, problem‑solving, and communication skills

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