The RoleTitle: Customer Support Specialist 1 – Gaidge | GCMTeam: GaidgeLocation: RemoteReports To: Sr Manager Onboarding SupportAbout PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we dont 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 is the vibe here: high-energy, high-impact, and 100 percent human. Ready to jump in? Lets go!We are 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 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.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 and Resolution; research, troubleshoot, diagnose, and resolve support requests in a timely manner.CSAT scores; consistently meeting or exceeding client satisfaction benchmarks.Case documentation quality; maintaining accurate, thorough documentation in our web-based ticketing system.User adoption/engagement feedback; identify and provide learned best practices to ease user adoption and engagement.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 operationsAt least 1 year experience with Tops, Cloud9, Dolphin, OrthoTrac, or Edge CloudAbility to troubleshoot and research complex software issues in a timely mannerExcellent verbal and written communication skills with clients and internal teamsCapable of multitasking, prioritizing, and documenting thoroughlyProactive in sharing insights and improving client outcomesDrive to perform at a high level in a fast-paced environmentReady to Join?If you’re excited to bring your ideas, energy, and expertise to a team that is 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, compensation is determined by market data, internal equity, and each candidate's skills and experience. This role is 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, 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.
