Customer Success Specialist

February 15

Apply Now

Receive Emails with Similar Jobs

PracticeTek

WebsiteLinkedInAll Job Openings

PracticeTek is an innovative software and services company revolutionizing healthcare practices by delivering solutions that foster exceptional patient experiences and simplify the business operations of clinicians. The company empowers the growth of healthcare clinics across various specialties including dental, orthodontics, optometry, chiropractic, physical therapy, dermatology, and medical spas. With a focus on healthcare SaaS, PracticeTek collaborates with healthcare providers to help them scale efficiently and enhance the quality of care delivered to patients.

Healthcare Technology • Retail Healthcare

501 - 1000 employees

Founded 2020

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

📋 Description

• Manage and resolve escalated technical issues from Tier 1 support. • Investigate and diagnose issues related to software, networks, and system configurations. • Act as the point of contact for escalated cases, ensuring clear communication with customers regarding troubleshooting steps and solutions. • Maintain accurate records of incidents and resolutions in the support ticketing system to ensure proper tracking and follow-up. • Work closely with Tier 1 and Tier 3 support teams, as well as other departments (e.g., development, product management), to resolve issues. • Develop and update documentation and knowledge base articles for common troubleshooting issues to assist other team members and improve response times.

🎯 Requirements

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science or related field • Proven experience in customer support or related roles, with at least 3 years customer support experience. • Strong problem-solving skills with the ability to handle complex customer issues. • Excellent communication skills, both written and verbal, with the ability to manage and resolve conflicts. • Proficient in customer support software and tools (e.g., Zendesk, Freshdesk, etc.). • Ability to work effectively in a fast-paced environment while maintaining attention to detail. • Strong analytical skills and experience with performance metrics and reporting. • A positive, solution-oriented attitude and a passion for providing exceptional customer service. • Drive to perform at a high level in a fast-paced environment, balancing competing priorities and meeting objectives • Experience in software support • Experience using outpatient health software • Experience supporting the outpatient health software industry