Customer Support Specialist II

PracticeTek; San Marcos (CA); Hybrid; USD 52,000 - 56,000; 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 a Customer Support Specialist II to manage Tier 2 support, diagnose data-related issues with SQL, and mentor Tier 1 staff. You will handle tickets, chats, and emails, escalating to Tier 3 when needed, and collaborate across teams to improve processes.

This hybrid role is based in San Marcos, CA. The position requires 3–4 years of technical support experience, 2 years of SQL troubleshooting, and familiarity with CRM or ticketing tools.

Qualifications

• Bachelor's degree preferred.
• 3–4 years of technical support experience required.
• 2–3 years of experience with proprietary or SaaS business software is required.
• 2 years of SQL query writing and troubleshooting experience required.

Responsibilities

• Ticket Management: prioritize and manage tickets across the queue with SOPs and SLAs.
• Handle Tier 2 inquiries via calls, chats, and emails.
• Escalate issues to Tier 3 with complete context when needed.
• Provide training to Tier1 staff and contribute to knowledge base.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree (Preferred)

Tools

CRM software

Ticketing software

Windows Server OS

Job description

About PracticeTek

Stopscrolling-your dream job might just be here! At PracticeTek, wedon’tdoordinary, 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’sthe vibe here: high-energy, high-impact, and 100% human. Ready to jump in?Let’sgo!

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. 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’vebrought 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’llhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryou’rebuilding products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care,staying alwaysahead, 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.

At PracticeTek,you’llget to:

• 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 carethat’ssimpler, smarter, and better for everyone.


• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

WhyYou’llLove It Here

As part of theTekTribe,you’llenjoy:

• 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

Magic Touchis a technology company that provides software solutions tailored exclusively for dental lab manufacturers. The company's software is designed to help manufacturers streamline their operations, manage inventory, track sales, and enhance customer relationships. With a focus on innovation and customer satisfaction, Magic Touch is a trusted partner for dental manufacturers of all sizes. If you are passionate about technology and the dental industry,Magic Touchmay be the right place for you.

The Customer Support Department:

At Magic Touch, our Customer Support Department is the heartbeat ofthe customerexperience.We’rea team of problem-solvers, innovators, and relationship builders dedicated to helping dental lab manufacturers get the most from our software solutions. Operating within a multi-tiered support model, our specialists handle everything from quick resolutions and workflow guidance to complexdatabase, automation, and integration challenges.

Every interaction reflects our commitment to responsiveness,expertise, and genuine care. We collaborate closely across teams to ensure every customer receives clear communication, lasting solutions, and exceptional service. Guided byPracticeTek’smission to make healthcare technology effortless and accessible, our department thrives on curiosity, accountability, and the shared goal of helping our clients succeed.

The Career Opportunity:

The Customer Support Specialist II is aproficient technical resourceresponsible for managing complex customer issues requiring deeper investigation and productexpertise. This role handles Tier 2 support calls, chats, and emails,analyzing, reproducing, and troubleshooting issues to delivertimelyandaccurateresolutions. Leveraging SQL Server skills, the specialist uses and writes queries to diagnose data-related problems andtroubleshoot issues. As a subject matter expert in core product functionality and dental lab manufacturing workflows, this position bridges frontline and advanced support by mentoring Tier 1 specialists, coordinating escalations, and collaborating with cross-functional teams. The specialist alsoparticipatesin internal and customer training to strengthen knowledge sharing and product adoption.

***The position is based in SanMarcos or San Diego, CAwith a hybrid work schedule (3days per week in office).***

WhatYou’llDo

Here’showyou’llhelp us bring our mission to life and show up as a Trusted Partner:

TheCustomer Support Specialist IIhasresponsibility for the following outcomes:

• Ticket Management:Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs.Accurately categorize and assign SLA tags to ensure correct prioritization and response.


• Calls, Chats & Emails


• Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.


• Escalate to Tier 3 appropriately with complete context.


• Choose the most effective communication method (phone, chat, or email) to maximize efficiency.


• Customer Satisfaction:Deliver a professional, friendly experience in every interaction.Listen actively, collect relevant information, and providetimelysolutions.


• Collaboration:Partner with other departments to share insights, improve workflows,contribute to the knowledge base,and support knowledge transfers.


• Mentorship:GuideTier1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.


• Escalations:Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand-offs.Assume ownership during Rush or Emergency issues until resolved orreassigned, andnotify management per SLA guidelines.


• Training:Deliver training for staff and customers, pre- and post-launch, to support knowledge transfer and engagement.

How Success is Measured

Here’showwe’llknowyou’remaking an impact and raising the bar:

• SLA Compliance


• Ticket Resolution/Escalation Time


• Reopen Rate


• Average Answer Rate


• Average Handle Time


• Average Time in Queue
  
• Escalation Accuracy/Rate


• CSAT


• Brand Confidence

What You Bring

Your unique talents are whatmakeyou shine. For this role, success looks like:

Education:

Bachelor's (Preferred)

Experience:

• Technical support or help desk: 3–4 years (Required)


• Direct experience with proprietary or SaaSbusinesssoftware: 2–3 years (Required)


• CRM or ticketing software: 3–4 years (Preferred)


• Microsoft Windows Server OS: 2 years (Preferred)


• SQL query writing and troubleshooting: 2 years (Required)


• Familiarity with IIS, SSL certificates, or similar web environment troubleshooting


• Strong analytical, problem-solving, and communication skills

The Fine Print (That Really Matters)

At PracticeTek, wedeterminecompensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, wereasonably expectto pay between $25- $27/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, and a 401(k) with a company match, and may be eligible for additional compensation, such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.