Senior Customer Support Specialist (SQL–Tier 2)

PracticeTek; San Diego (CA); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Paid time off

401(k) with match

Company holidays

Job summary

PracticeTek is hiring a Customer Support Specialist II in California to handle Tier 2 support for dental lab software solutions. You will diagnose and resolve issues leveraging SQL and product knowledge, while mentoring Tier 1 staff and contributing to knowledge base improvements.

The role requires strong communication, collaboration, and problem-solving skills, with a hybrid schedule (3 days in office) in San Marcos or San Diego. Benefits include health, dental, vision, PTO, and a 401(k) match.

Qualifications

• Bachelor’s degree in a related field.
• 3–4 years of technical support experience.
• SQL query writing and troubleshooting skills.
• Experience with SaaS business software.
• Experience with CRM or ticketing software.

Responsibilities

• Prioritize and manage support tickets across the queue per SOPs.
• Respond via calls, chat, or email to Tier 2 inquiries.
• Diagnose issues with targeted questions; resolve on first contact when possible.
• Escalate complex cases with full context.
• Collaborate with teams to improve workflows and knowledge base.
• Mentor Tier 1 agents and support knowledge transfer.
• Provide training for staff and customers pre- and post-launch.

Skills

SQL queries

Technical support

Customer service

Communication

Education

Bachelor's degree

Tools

CRM software

Ticketing software

Windows Server

IIS troubleshooting

Job description

PracticeTek is hiring a Customer Support Specialist II in California to handle Tier 2 support for dental lab software solutions. You will diagnose and resolve issues leveraging SQL and product knowledge, while mentoring Tier 1 staff and contributing to knowledge base improvements.

The role requires strong communication, collaboration, and problem-solving skills, with a hybrid schedule (3 days in office) in San Marcos or San Diego. Benefits include health, dental, vision, PTO, and a 401(k) match.