Customer Support Specialist // SaaS Healthcare

PracticeSuite, Inc.; Tampa (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

PracticeSuite, Inc. is seeking a Level 1 Customer Support Representative to provide first-line assistance to healthcare providers using our software.

The ideal candidate will have healthcare industry experience and strong communication skills to explain technical concepts clearly. This role handles initial inquiries, basic software troubleshooting, and user guidance, ensuring cases are documented and escalated appropriately per HIPAA and privacy rules.

Qualifications

• Healthcare industry experience mandatory, ideally in a medical office or related field.
• Experience with EHR/EMR or practice management systems preferred.
• Strong verbal and written communication skills.
• Detail-oriented with solid documentation abilities.
• Willingness to learn new software and workflows.

Responsibilities

• Serve as the first point of contact for customers seeking assistance with PracticeSuite software.
• Assist users with basic software functionality and navigation.
• Troubleshoot basic software issues and document steps taken.
• Escalate complex issues to Level 2 Support when needed.
• Maintain accurate support tickets and adhere to SLAs.

Skills

Healthcare experience

Customer service

Communication skills

Tools

EHR/EMR systems

Practice management software

Job description

Position Overview

PracticeSuite is seeking a customer-focused and detail-oriented Level 1 Customer Support Representative to provide first-line assistance to healthcare providers and medical practices using our healthcare software solutions. The ideal candidate will have prior experience in the healthcare industry and strong communication and problem-solving skills.

This role is responsible for handling initial customer inquiries, troubleshooting basic software issues, assisting users with product functionality, and ensuring that customer concerns are resolved efficiently or escalated to the appropriate support team.

The successful candidate will be comfortable working with healthcare professionals, understanding common medical practice workflows, and learning electronic health record (EHR) and practice management software.

Key Responsibilities

Customer Support

• Serve as the first point of contact for customers seeking assistance with PracticeSuite software.
• Respond to customer inquiries through phone, email, chat, and the company's designated support ticketing system.
• Provide clear, professional, and timely responses to customer questions and concerns.
• Assist healthcare providers and administrative staff with basic software functionality and navigation.
• Maintain a customer-focused approach while ensuring a positive support experience.

Technical Troubleshooting

• Identify, investigate, and resolve basic software issues related to system access, user accounts, navigation, and routine product functionality.
• Guide customers through step-by-step troubleshooting procedures.
• Gather relevant information, document reported issues, and attempt initial resolution before escalating.
• Escalate complex technical issues, system defects, and unresolved customer concerns to Level 2 Support or the appropriate technical team.
• Follow established troubleshooting procedures and internal support documentation.
• Assist customers with common workflows related to electronic health records (EHR), medical practice management, scheduling, patient registration, billing, and related administrative functions.
• Develop an understanding of healthcare office operations and the challenges faced by medical practices.
• Help users understand software features and follow established workflows without compromising patient information.
• Follow company policies and applicable privacy and security requirements, including HIPAA-related procedures where applicable.

Documentation and Quality Assurance

• Create and maintain accurate support tickets documenting customer inquiries, troubleshooting steps, and resolutions.
• Record recurring issues and communicate trends to the appropriate internal teams.
• Follow support procedures, service-level agreements (SLAs), and quality standards.
• Maintain up-to-date knowledge of product features, system updates, and internal support resources.
• Participate in training sessions and continuous improvement initiatives.

Required Qualifications

• Prior healthcare industry experience is mandatory, preferably in a medical office, healthcare administration, medical billing, health information management, or healthcare technology environment.
• Experience working with healthcare software, EHR, EMR, or practice management systems is strongly preferred.
• Strong verbal and written communication skills.
• Demonstrated customer service, troubleshooting, or end-user support experience.
• Ability to explain technical concepts in simple, understandable language.
• Strong attention to detail, organization, and documentation skills.
• Ability to manage multiple customer requests while maintaining professionalism and accuracy.
• Willingness to learn new software products, workflows, and technical troubleshooting procedures.
• Understanding of patient confidentiality and the importance of protecting sensitive healthcare information.

Performance Expectations

• Timely responses to customer inquiries.
• Quality and accuracy of troubleshooting and resolutions.
• Customer satisfaction and professionalism.
• Adherence to established SLAs and support procedures.
• Accuracy and completeness of ticket documentation.
• Appropriate escalation of issues beyond Level 1 responsibilities.
• Consistent compliance with company policies and healthcare data privacy requirements.

What Level 1 Support Means at PracticeSuite

The Level 1 Customer Support Representative focuses on initial issue diagnosis, basic troubleshooting, customer guidance, and first-contact resolution. Issues requiring advanced technical investigation, software development intervention, complex configuration, or specialized billing expertise must be escalated to the appropriate team.

The representative is expected to provide a professional and reassuring customer experience while ensuring that every issue is properly documented, tracked, and addressed.

PracticeSuite is committed to providing equal employment opportunities and maintaining a professional, inclusive, and collaborative work environment. Employment decisions are based on qualifications, skills, experience, and business needs.