Customer Success Specialist I - SaaS Support & Impact

PracticeTek; San Diego (CA); On-site; USD 55,000 - 95,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Paid time off

401(k) with company match

Job summary

A healthcare technology provider is seeking candidates for a customer support role in San Diego, California. This position involves responding to customer inquiries, resolving issues efficiently, and collaborating across departments. Candidates should have at least 2 years of experience in customer success or related fields, solid communication skills, and a willingness to learn new technologies. The role promises opportunities for growth and contributes to improving healthcare delivery through innovative solutions.

Qualifications

• 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
• High School Diploma or GED required, Associate’s or Bachelor’s degree is a plus.
• Strong communication and interpersonal skills, able to build rapport and trust with customers.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast-paced, evolving environment.
• Technical aptitude and willingness to learn new software.

Responsibilities

• Respond promptly to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within established SLAs.
• Provide an empathetic, solutions-focused customer experience.
• Send CSAT surveys post-resolution and analyze trends.
• Collaborate across teams by accurately recording case details.
• Develop and maintain internal and customer-facing knowledge base articles.
• Track and elevate recurring issues to Tier 2 or management.
• Leverage internal tools to manage workload and documentation.
• Participate in process improvement initiatives.

Job description

A healthcare technology provider is seeking candidates for a customer support role in San Diego, California. This position involves responding to customer inquiries, resolving issues efficiently, and collaborating across departments. Candidates should have at least 2 years of experience in customer success or related fields, solid communication skills, and a willingness to learn new technologies. The role promises opportunities for growth and contributes to improving healthcare delivery through innovative solutions.