Customer Success Specialist

🕒 September 9

🏄 California – Remote

🏄 California – Remote

💵 $19 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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PracticeTek

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

PracticeTek is a U. S. -based software and services company that builds and invests in healthcare technology solutions for retail healthcare providers. It delivers SaaS products and services to improve patient experience, attract new patients, and simplify practice operations for clinics in specialties such as dental, orthodontics, optometry, chiropractic, physical therapy, dermatology, and medical spas. PracticeTek operates as a platform consolidator, acquiring and partnering with healthcare-focused software brands (16 brands, 700+ employees), offering shared services, benefits, and growth support to portfolio companies and independent practices.

📋 Description

• Manage and resolve complex technical issues escalated from the external Tier 1 support team • Investigate and diagnose software, network, and system configuration issues • Serve as the point of contact for escalated cases and communicate troubleshooting steps and solutions to customers • Maintain accurate incident and resolution records in the support ticketing system • Collaborate with Tier 2 and Tier 3 support teams, development, product management, and other departments • Develop and update troubleshooting documentation and knowledge base articles • Meet targets for resolution time, customer satisfaction, escalation reduction, ticket volume, and documentation quality

🎯 Requirements

• 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology • Experience working in psychiatry, behavioral health, or mental health practice settings, including front office/reception, billing, administrative support, or other non-clinical positions • Strong troubleshooting skills and ability to diagnose complex technical issues • Excellent written and verbal communication skills with a customer-first mindset • Proven ability to work cross-functionally with technical and non-technical teams • Strong organizational skills and ability to prioritize in a fast-paced environment

🏖️ Benefits

• Comprehensive health, dental, and vision coverage options • Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing • Flexible paid time off • Sick time • 10 company-paid holidays • 401(k) plan with company match • Culture Committee initiatives supporting connection, fun, and belonging • Potential additional compensation such as bonuses or equity, as applicable