Customer Success Specialist - Wellbeing

Summary

PracticeTek is a retail healthcare technology company focused on helping practices operate more effortlessly across multiple care specialties. The Customer Success Specialist - Wellbeing will manage escalated technical support cases, troubleshoot software and system issues, coordinate with internal support and product teams, and improve documentation and knowledge base resources.

Responsibilities

• 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

Skills

• · 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology
• · Experience working in psychiatry, behavioral health, or mental health practice settings. This may include roles such as front office/reception, billing, administrative support, or other non-clinical positions
• · 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

Qualifications

Must Haves

• · 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology
• · Experience working in psychiatry, behavioral health, or mental health practice settings. This may include roles such as front office/reception, billing, administrative support, or other non-clinical positions
• · 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