Customer Success Specialist I

Title: Customer Success Specialist I
Team: Customer Success
Location: Remote
Reports To: Alex Vazquez
About PracticeTek
Stop scrolling—your dream job might just be here At PracticeTek, we don't do ordinary, we do bold 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 that actually change lives and reshape how healthcare works. That's the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let's go
We're on 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, we've brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission: to revolutionize retail healthcare practices effortlessly. Here, you'll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you're building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.
We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren't just words; they're how we live, work, and make an impact together.
At PracticeTek, you'll get 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 care that's simpler, smarter, and better for everyone
Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development
Why You'll Love It Here
As part of the TekTribe, you'll enjoy:
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, reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer problem will require creative thinking, soft skills, and expertise to solve. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers.
What You'll Do
Here's how you'll help 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 complex system or 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 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
How Success Is Measured
Here's how we'll know you're making an impact and raising the bar:
Average resolution time for Tier 1 cases within team targets
Customer satisfaction (CSAT) scores at or above team goals
Reduction in the number of escalations to Tier 2 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 what make you 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
Why You'll Love It Here
As part of the TekTribe, you'll enjoy:
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?
If you're excited to bring your ideas, energy, and expertise to a team that's shaping the future of healthcare, we can't wait to hear from you. Apply today and let's make healthcare simpler, smarter, and Better.Together.
The Fine Print (That Really Matters)
At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate's skills and experience. For this position, we reasonably expect to pay $45,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation 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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