The RoleTitle: Customer Support Specialist 1 – Gaidge | GCMTeam: GaidgeLocation: RemoteReports To: Sr Manager Onboarding SupportAbout PracticeTekStop 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.What You’ll DoDelivering excellent customer service through phone, email, and web-based support.Researching, troubleshooting, and resolving software and process-related issues quickly and accurately.Documenting support cases and resolutions thoroughly in our ticketing system.Providing workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction.Collaborating with internal teams to share client feedback that drives product improvements.How Success is MeasuredResponse & Resolution – Research, troubleshoot, diagnose, and resolve support requests and software issues in a timely mannerCustomer Satisfaction (CSAT) Scores – Consistently meeting or exceeding client satisfaction benchmarks.Case Documentation Quality – Maintaining accurate, thorough documentation of support issues and resolutions in our web-based ticketing systemUser Adoption/Engagement Feedback – Identify and provide learned best practices to ease user adoption and engagement resulting in positive client feedback.First-Contact Resolution – Field inbound customer support calls, emails and chats and resolve issues without escalation when possible.What You BringMinimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operationsHave a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud)Ability to troubleshoot and research complex software issues in a timely mannerExcellent verbal and written communication skills with both clients and internal teams.Capable of managing multiple tasks, prioritizing effectively, and documenting thoroughly.Proactive in sharing insights and working with others to improve client outcomes.Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectivesReady 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. 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.
