Eyecare SaaS Support Specialist — Transform Healthcare

PracticeTek; San Diego (CA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Paid time off

401(k) with company match

Job summary

PracticeTek is seeking a customer support professional to assist RevolutionEHR users across phone, chat, and email channels. You will resolve questions, troubleshoot issues, and document steps to ensure timely resolutions.

Collaboration with internal teams will help trend recurring problems and improve the customer experience. The ideal candidate has 2 years of eyecare experience and strong communication skills, with SaaS support experience considered a plus.

Qualifications

• 2 years of eyecare experience is required; RevolutionEHR experience is preferred.
• Previous customer service, technical support, SaaS support, or help desk experience is preferred; healthcare, EHR/EMR, practice management, or optometry industry experience is a plus.
• Strong verbal and written communication skills, including the ability to explain complex software functionality in a clear, easy-to-understand way.
• Strong troubleshooting, critical-thinking, problem-solving, organizational, and time-management skills, with the ability to independently research customer questions and recognize when escalation is necessary.
• A customer-focused, collaborative approach with strong attention to detail and the ability to manage multiple customer interactions while remaining professional and solution-focused in a fast-paced environment.

Responsibilities

• Provide timely, professional support to RevolutionEHR customers across phone, live chat, email, and support cases, resolving questions and issues with clear, accurate guidance.
• Troubleshoot customer-reported issues involving navigation, workflows, configuration, and system functionality, using available resources and escalating when additional expertise is required.
• Own assigned customer cases through resolution by documenting interactions and troubleshooting steps accurately, communicating status and next steps, and providing appropriate follow-up.
• Partner with SMEs, Specialty Teams, Product, Development, Implementation, Billing, and other internal teams to resolve customer concerns and identify recurring issues that may improve the customer experience.
• Maintain current knowledge of RevolutionEHR functionality, product updates, support procedures, and applicable security, privacy, and HIPAA requirements while contributing to training, coaching, and process improvement.

Skills

Eyecare experience

Customer service

SaaS support

Communication skills

Troubleshooting

Tools

RevolutionEHR

Job description

PracticeTek is seeking a customer support professional to assist RevolutionEHR users across phone, chat, and email channels. You will resolve questions, troubleshoot issues, and document steps to ensure timely resolutions.

Collaboration with internal teams will help trend recurring problems and improve the customer experience. The ideal candidate has 2 years of eyecare experience and strong communication skills, with SaaS support experience considered a plus.