Customer Support Specialist II

About the role

At PracticeTek, we don't do ordinary—we pursue bold ideas, big impact, and endless growth opportunities. As a Trusted Partner in retail healthcare, we serve over 40,000 clinics worldwide with a full suite of solutions ranging from pre‑encounter workflows and practice management to analytics, digital intake, marketing tools, EHRs, and payment systems. Magic Touch, a PracticeTek brand, provides specialized software for dental lab manufacturers, helping them streamline operations, manage inventory, track sales, and enhance customer relationships. The Customer Support Department is the heartbeat of the customer experience, handling Tier 2 support calls, chats, and emails, using SQL Server skills to diagnose data‑related problems, mentoring Tier 1 specialists, coordinating escalations, collaborating across teams, and delivering training to drive 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.

Requirements

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