Customer Success Specialist I
Title: Customer Success Specialist I Team:Customer Success Location:Remote Reports To:Alex Vazquez
About PracticeTek Stop scrollingyour dream job might just be here! At PracticeTek, wedontdoordinary, wedobold 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 thatactually changelives and reshape how healthcare works.Thatsthe vibe here: high-energy, high-impact, and 100% human. Ready to jump in?Letsgo!
Wereon a mission to revolutionize healthcare practices effortlessly and we 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 a whopping 40,000+ clinics worldwide. Over the years,wevebrought together the best-in-class platforms that servethe Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission: to revolutionize retail healthcare practices effortlessly. Here,youllhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryourebuilding products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.
We believe in showing up with consistent care,staying alwaysahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. Thesearentjust words;theyrehow we live, work, and make an impact together.
At PracticeTek,youllget to:
Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
See your impact firsthand by helping practices deliver carethatssimpler, smarter, and better for everyone.
Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.
WhyYoullLove It Here
As part of theTekTribe,youllenjoy:
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
Customer Success Department: The Customer Success Department is vital for our company, reactivelyassistingour customers by troubleshooting and/or providing informationregardingthe software. Whetherit'sa quick fix or a multi-step process, eachcustomerproblem will require creative thinking, soft skills, andexpertiseto solve. It is essential to work with different departments to ensure the software functionstoits full capacity and to delight our customers.
WhatYoullDo Heres howyoullhelp us bring our mission to life and show up as a Trusted Partner:
Manage and resolve technical issues from our external Tier 1 support team. This includes complexsystemor software issues that require a deeper understanding of technical products or services.
Investigate and diagnose issues related to software, networks, and system configurations.
Act as the point of contact for escalated cases, ensuring clear communication with customersregardingtroubleshooting steps and solutions.
Maintainaccuraterecords 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 toassistother team members and improve response times.
How Success is Measured Heres howwellknowyouremaking an impact and raising the bar:
Average resolution time for Tier1cases withinteamtargets.
Customer satisfaction (CSAT) scores at or aboveteam goals.
Reduction in the number of escalations to Tier2 and beyond.
Tickets handled per month at or above team goals.
Quality of documentation and contributions to knowledge base.
What You Bring Your unique talents are whatmakeyou shine. For this role, success looks like:
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.
WhyYoullLove It Here As part of theTekTribe,youllenjoy:
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.
Ready to Join? Ifyoureexcited to bring your ideas, energy, andexpertiseto a teamthatsshaping the future of healthcare, wecantwait to hear from you. Apply today andletsmake healthcare simpler, smarter, andBetter.Together.
The Fine Print (That Really Matters) At PracticeTek, wedeterminecompensation by considering market data, internal equity, and each candidates skills and experience. For this position, wereasonably expectto pay between $21-$23/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with companymatch, and may be eligible foradditionalcompensation such as bonuses or equity, as applicable.
PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.
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Customer Success Specialist I
Title: Customer Success Specialist I Team:Customer Success Location:Remote Reports To:Alex Vazquez
About PracticeTek Stop scrollingyour dream job might just be here! At PracticeTek, wedontdoordinary, wedobold 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 thatactually changelives and reshape how healthcare works.Thatsthe vibe here: high-energy, high-impact, and 100% human. Ready to jump in?Letsgo!
Wereon a mission to revolutionize healthcare practices effortlessly and we 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 a whopping 40,000+ clinics worldwide. Over the years,wevebrought together the best-in-class platforms that servethe Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission: to revolutionize retail healthcare practices effortlessly. Here,youllhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryourebuilding products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.
We believe in showing up with consistent care,staying alwaysahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. Thesearentjust words;theyrehow we live, work, and make an impact together.
At PracticeTek,youllget to:
Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
See your impact firsthand by helping practices deliver carethatssimpler, smarter, and better for everyone.
Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.
WhyYoullLove It Here
As part of theTekTribe,youllenjoy:
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
Customer Success Department: The Customer Success Department is vital for our company, reactivelyassistingour customers by troubleshooting and/or providing informationregardingthe software. Whetherit'sa quick fix or a multi-step process, eachcustomerproblem will require creative thinking, soft skills, andexpertiseto solve. It is essential to work with different departments to ensure the software functionstoits full capacity and to delight our customers.
WhatYoullDo Heres howyoullhelp us bring our mission to life and show up as a Trusted Partner:
Manage and resolve technical issues from our external Tier 1 support team. This includes complexsystemor software issues that require a deeper understanding of technical products or services.
Investigate and diagnose issues related to software, networks, and system configurations.
Act as the point of contact for escalated cases, ensuring clear communication with customersregardingtroubleshooting steps and solutions.
Maintainaccuraterecords 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 toassistother team members and improve response times.
How Success is Measured Heres howwellknowyouremaking an impact and raising the bar:
Average resolution time for Tier1cases withinteamtargets.
Customer satisfaction (CSAT) scores at or aboveteam goals.
Reduction in the number of escalations to Tier2 and beyond.
Tickets handled per month at or above team goals.
Quality of documentation and contributions to knowledge base.
What You Bring Your unique talents are whatmakeyou shine. For this role, success looks like:
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.
WhyYoullLove It Here As part of theTekTribe,youllenjoy:
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.
Ready to Join? Ifyoureexcited to bring your ideas, energy, andexpertiseto a teamthatsshaping the future of healthcare, wecantwait to hear from you. Apply today andletsmake healthcare simpler, smarter, andBetter.Together.
The Fine Print (That Really Matters) At PracticeTek, wedeterminecompensation by considering market data, internal equity, and each candidates skills and experience. For this position, wereasonably expectto pay between $21-$23/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with companymatch, and may be eligible foradditionalcompensation such as bonuses or equity, as applicable.
PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.