Remote SaaS HealthTech Tier 1 Support Specialist

PracticeTek; United States; A distancia; USD 30.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental coverage

Vision coverage

Paid time off

401(k) match

Bonus eligibility

Equity potential

Descripción de la vacante

PracticeTek is hiring a Tier 1 Customer Support Specialist for its remote SaaS healthtech platform serving 40,000+ clinics. The role emphasizes fast, empathetic support across email, phone, and chat, with clear performance benchmarks (CSAT and call answer rates) in a data‑driven culture.

You’ll work with Salesforce and Freshdesk, contribute to knowledge-base articles, and coordinate with cross‑team partners to resolve issues and drive customer success.

Formación

• 4+ years in customer success, account management, or related field (SaaS/tech preferred).
• High School Diploma or GED required; higher education a plus.
• Excellent communication and interpersonal skills; problem-solving abilities.
• Experience as a team or shift lead is preferable; capable of handling multiple accounts.

Responsabilidades

• Respond promptly to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within SLAs using Salesforce and Freshdesk.
• Provide empathetic, solutions-focused customer interactions.
• Send CSAT surveys, analyze trends, and share insights with the team.
• Collaborate across teams and maintain accurate case details.
• Develop and maintain internal and customer-facing knowledge base articles.
• Track recurring issues and escalate to Tier 2 or management as needed.
• Leverage internal tools to manage workload and schedule follow-ups.

Conocimientos

Salesforce

Freshdesk

CSAT analysis

Knowledge base

Cross-functional coordination

Educación

High School Diploma or GED

Associate's or Bachelor's degree a plus

Herramientas

Salesforce

Freshdesk

Descripción del empleo

PracticeTek is hiring a Tier 1 Customer Support Specialist for its remote SaaS healthtech platform serving 40,000+ clinics. The role emphasizes fast, empathetic support across email, phone, and chat, with clear performance benchmarks (CSAT and call answer rates) in a data‑driven culture.

You’ll work with Salesforce and Freshdesk, contribute to knowledge-base articles, and coordinate with cross‑team partners to resolve issues and drive customer success.