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PracticeTek · 10 hours ago

Customer Success Specialist I - IntakeQ

United States

Full-time

Remote

Entry, Mid Level

$21/hr - $23/hr

2+ years exp

PracticeTek is a leading provider of retail healthcare technology solutions, committed to revolutionizing healthcare practices. The Customer Success Specialist I will manage and resolve technical issues, ensuring effective communication with customers and collaboration with various departments to enhance the software experience.

Health Care

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

Qualification

Technical support experienceTroubleshooting skillsSaaS knowledgeCommunication skillsOrganizational skillsCross-functional collaborationCustomer-first mindset