If you love solving technical puzzles and you can explain the fix without making people feel dumb, this role is a clean fit. You’ll handle escalated Tier 1 cases, troubleshoot SaaS issues, and help healthcare practices keep moving without disruption.
About PracticeTek
PracticeTek is a retail-healthcare technology provider supporting 40,000+ clinics worldwide with tools spanning practice management, analytics, digital intake, marketing, EHR, and payments. Their mission is to make healthcare practices run effortlessly, acting as a trusted partner across Chiropractic, Wellbeing, Vision, and Dental providers. You’ll join a customer success team focused on troubleshooting, collaboration, and customer delight.
Schedule
- Full-time
- Remote
- Pay range: $21 to $23 per hour
What You’ll Do
- Resolve escalated technical issues from Tier 1 support, including complex software and system problems
- Investigate and diagnose issues related to software, networks, and system configurations
- Serve as the point of contact for escalated cases and keep customers updated on troubleshooting steps and outcomes
- Document incidents and resolutions in the ticketing system to support tracking and follow-up
- Partner with Tier 2 and Tier 3 support teams and collaborate with departments like Development and Product Management to resolve issues
- Create and update knowledge base articles and documentation to improve response times and team effectiveness
What You Need
- 2+ years of customer support or technical support experience, preferably in SaaS or healthcare technology
- Strong troubleshooting and diagnostic skills for complex technical issues
- Strong written and verbal communication skills with a customer-first mindset
- Proven ability to work cross-functionally with technical and non-technical teams
- Strong organization and prioritization skills in a fast-paced environment
Benefits
- Medical, dental, and vision coverage options
- Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) with company match
- Culture Committee initiatives that support connection, fun, and belonging
This is the kind of role where your calm brain and clean documentation make the whole support machine better. If you’re ready to own escalations and keep customers moving, jump on it.
Happy Hunting,
~Two Chicks…