Customer Support Specialist II - Payments

PracticeTek; San Diego (CA); On-site; USD 29,000 - 36,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Wellness benefits

PTO & holidays

401(k) with company match

Culture Committee

Job summary

PracticeTek in San Diego is seeking a Payments Support specialist to own and resolve payment processing issues across PracticeTek payments. You will handle cases from initial research through resolution, with follow-up via phone and email.

The role requires 3+ years of payments experience, strong customer service, and the ability to troubleshoot complex payment transactions. We offer health benefits, PTO, and 401(k) matching in a fast-paced, collaborative environment.

Qualifications

• 3+ years of payments experience in payments support or related environment.
• Experience with technical support and terminal troubleshooting.
• Experience researching and troubleshooting payment transactions independently and with internal teams.

Responsibilities

• Research and resolve payment processing and product-related issues across PracticeTek payments.
• Own assigned cases from initial research through resolution, with timely follow-up via phone and email.
• Troubleshoot advanced payment and technical issues and escalate complex cases with complete documentation.
• Investigate transaction failures, refunds, disputes, chargebacks, configurations, and other payment-related concerns.

Skills

Payments experience

Technical support

Payment troubleshooting

Customer support

Communication skills

Tools

Terminal troubleshooting

Job 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.

At PracticeTek, you’ll get 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 care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

• 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

What You’ll Do

• Research and resolve payment processing and product-related issues across PracticeTek payments.
• Own assigned cases from initial research through resolution, ensuring accurate documentation and timely follow-up via phone and email.
• Troubleshoot advanced payment & technical issues and elevate complex cases with complete research and documentation when additional support is needed.
• Investigate transaction failures, refunds, disputes, chargebacks, configuration, and other payment-related concerns.

How Success is Measured

• Resolve payment cases accurately and within established service-level targets.
• Provide timely, clear, and professional support throughout each customer interaction.
• Maintain accurate case documentation and consistent follow-through.
• Meet established productivity, quality, and customer service expectations.

What You Bring

• 3+ years of payments experience in payments support, payment processing, or a related environment.
• Experience with technical support and terminal troubleshooting.
• Experience researching and troubleshooting payment transactions and processing issues independently & while collaborating with internal teams when needed.
• Experience managing customer cases, escalations, phone calls, and email support.
• Strong customer service, communication, and problem-solving skills.

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 $21 - $26/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.

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.