PracticeTek

Customer Success Specialist

PracticeTek

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $21 - $23 per hour

About the role

  • Manage and resolve technical issues from our external Tier 1 support team.
  • 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 2 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

  • 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology.
  • 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 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdiagnosing technical issuessoftware configurationnetwork configurationsystem configurationsupport ticketing systemsdocumentation developmentknowledge base management
Soft Skills
communication skillscustomer-first mindsetorganizational skillsprioritizationcross-functional collaboration