Senior Customer Support Specialist II (SQL, Tier 2)

PracticeTek; Oregon; Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) with company match

Paid time off

Bonuses or equity potential

Job summary

PracticeTek is hiring a Customer Support Specialist II to handle Tier 2 inquiries and complex issues for dental lab software. You’ll use SQL queries, CRM tools, and our SaaS platform to diagnose problems, guide customers, and mentor junior staff.

The role is based in California with a hybrid schedule (3 days in office); it supports your growth in healthcare technology and customer success. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's degree is preferred.
• 3-4 years of technical support or help desk experience.
• 2-3 years with proprietary or SaaS business software.
• 3-4 years experience with CRM or ticketing software.
• 2 years experience with Windows Server OS and web environments.

Responsibilities

• Prioritize and manage tickets across the queue in line with SOPs and SLAs.
• Handle Tier 2 inquiries via calls, chat, and email; diagnose and resolve issues on first contact when possible.
• Escalate to Tier 3 with full context and maintain knowledge transfer.
• Mentor Tier 1 specialists and contribute to training and knowledge base.
• Collaborate with cross-functional teams to improve workflows and customer outcomes.
• Manage escalations and ensure SLA compliance during rush periods.

Skills

Analytical thinking

Problem solving

Communication skills

SQL queries

Education

Bachelor's degree

Tools

SQL

Windows Server OS

IIS/SSL

CRM software

Ticketing software

Job description

PracticeTek is hiring a Customer Support Specialist II to handle Tier 2 inquiries and complex issues for dental lab software. You’ll use SQL queries, CRM tools, and our SaaS platform to diagnose problems, guide customers, and mentor junior staff.

The role is based in California with a hybrid schedule (3 days in office); it supports your growth in healthcare technology and customer success. Strong communication and problem-solving are essential.