Customer Support Specialist II - Magic Touch

Customer Support Specialist II

At Magic Touch, our Customer Support Department is the heartbeat of the customer experience. We're a team of problem-solvers, innovators, and relationship builders dedicated to helping dental lab manufacturers get the most from our software solutions. Operating within a multi-tiered support model, our specialists handle everything from quick resolutions and workflow guidance to complex database, automation, and integration challenges.

Every interaction reflects our commitment to responsiveness, expertise, and genuine care. We collaborate closely across teams to ensure every customer receives clear communication, lasting solutions, and exceptional service. Guided by Practice Tek's mission to make healthcare technology effortless and accessible, our department thrives on curiosity, accountability, and the shared goal of helping our clients succeed.

The Customer Support Specialist II is a proficient technical resource responsible for managing complex customer issues requiring deeper investigation and product expertise. This role handles Tier 2 support calls, chats, and emails, analyzing, reproducing, and troubleshooting issues to deliver timely and accurate resolutions. Leveraging SQL Server skills, the specialist uses and writes queries to diagnose data-related problems and troubleshoot issues. As a subject matter expert in core product functionality and dental lab manufacturing workflows, this position bridges frontline and advanced support by mentoring Tier 1 specialists, coordinating escalations, and collaborating with cross-functional teams.

The specialist also participates in internal and customer training to strengthen knowledge sharing and product adoption.

The position is based in San Marcos or San Diego, CA with a hybrid work schedule (3 days per week in office).

Here's how you'll help us bring our mission to life and show up as a Trusted Partner:

• Ticket Management:
  Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs. Accurately categorize and assign SLA tags to ensure correct prioritization and response.
• Calls, Chats & Emails
• Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.
• Escalate to Tier 3 appropriately with complete context.
• Choose the most effective communication method (phone, chat, or email) to maximize efficiency.
• Customer Satisfaction:
  Deliver a professional, friendly experience in every interaction. Listen actively, collect relevant information, and provide timely solutions.
• Collaboration:
  
  Partner with other departments to share insights, improve workflows, contribute to the knowledge base, and support knowledge transfers.
• Mentorship:
  Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.
• Escalations:
  Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand-offs. Assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.
• Training:
  Deliver training for staff and customers, pre- and post-launch, to support knowledge transfer and engagement.

Here's how we'll know you're making an impact and raising the bar:

• SLA Compliance
• Ticket Resolution/Escalation Time
• Reopen Rate
• Average Answer Rate
• Average Handle Time
• Average Time in Queue
• Escalation Accuracy/Rate
• CSAT
• Brand Confidence

Your unique talents are what make you shine. For this role, success looks like:

Education: Bachelor's (Preferred)

Experience:

• Technical support or help desk: 3–4 years (Required)
• Direct experience with proprietary or SaaS business software: 2–3 years (Required)
• CRM or ticketing software: 3–4 years (Preferred)
• Microso…