Customer Support Specialist I (Cloud Software Support)

PracticeTek; United States; Remote; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Job summary

PracticeTek is hiring for a remote Customer Support role in the United States. You will handle inbound inquiries via phone and chat, diagnose issues, and guide customers to effective solutions across ChiroTouch products.

Join a high-energy team focused on improving healthcare practice management. You’ll document interactions, learn products quickly, and strive for customer satisfaction while meeting SLAs and contributing to team efficiency.

Qualifications

• Experience in SaaS customer support or a similar customer-facing software support role.
• Strong troubleshooting and analytical skills, with the ability to resolve issues independently.
• Clear and professional written and verbal communication skills.
• Demonstrated ability to learn and navigate software systems quickly.
• Proven ability to manage multiple priorities while maintaining attention to detail and service quality.

Responsibilities

• Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations.
• Diagnosing and troubleshooting software issues, guiding customers through solutions that improve product adoption and overall experience.
• Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency.
• Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers.
• Collaborate cross-functionally with Product, Engineering, and other teams to escalate issues, drive resolutions, and improve overall system performance.

Skills

SaaS customer support

Troubleshooting

Written and verbal communication

Fast learner of software

Multitasking

Job description

Remote

Remote

Description

Description

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold 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’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

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

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• 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

Business Unit

ChiroTouch (Integrated Practice Solutions, Inc.) ChiroTouch delivers industry-leading practice management software designed specifically for chiropractic clinics. As part of PracticeTek, the platform enables providers to streamline operations, improve patient experiences, and run more efficient practices through intuitive, reliable technology.

What You’ll Do

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

• Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations
• Diagnosing and troubleshooting software issues, guiding customers through solutions that improve product adoption and overall experience
• Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency
• Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers
• Collaborate cross-functionally with Product, Engineering, and other teams to **escalate** issues, drive resolutions, and improve overall system performance

How Success is Measured

• Customer satisfaction (CSAT) scores consistently meet or exceed >93%
• Average ticket resolution time meets defined service level targets
• First contact resolution rate improves or exceeds team benchmarks
• Ticket documentation quality and accuracy meet internal audit standardsCall handling quality and accuracy meet internal audit standards
• Contribution to team goals, including backlog reduction and service efficiency improvements

What You Bring

• Experience in SaaS customer support or a similar customer-facing software support role
• Strong troubleshooting and analytical skills, with the ability to resolve issues independently
• Clear and professional written and verbal communication skills
• Demonstrated ability to learn and navigate software systems quickly
• Proven ability to manage multiple priorities while maintaining attention to detail and service quality

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $22 - $25/hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.