Customer Success Specialist

Title:

Customer Success Specialist I

Team:
Customer Success

Location:

Remote

Reports To:

Alex Vazquez

Stop scrolling—your dream job might just be here! At Practice Tek, wedon’tdoordinary, wedobold 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’sthe vibe here: high-energy, high-impact, and 100% human.

Ready to jump in? Let’s go!

We’reon a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. Practice Tek 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’vebrought together the best-in-class platforms that servethe Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission: to revolutionize retail healthcare practices effortlessly. Here,you’llhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’rebuilding products, supporting customers, or driving strategy, your journey with Practice Tek 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.

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.

• 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

The Customer Success Department is vital for our company, reactivelyassistingour customers by troubleshooting and/or providing informationregardingthe software. Whetherit'sa quick fix or a multi-step process, eachcustomerproblem will require creative thinking, soft skills, andexpertiseto solve. It is essential to work with different departments to ensure the software functionstoits full capacity and to delight our customers.

• Manage and resolve technical issues from our external Tier 1 support team. This includes complexsystemor 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 customersregardingtroubleshooting steps and solutions.
• Maintainaccuraterecords 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 toassistother team members and improve response times.

• Average resolution time for Tier1cases withinteamtargets.
• Customer satisfaction (CSAT) scores at or aboveteam goals.
• Reduction in the number of escalations to Tier2…