Senior Customer Support Specialist - SQL & Tier 2 Expert

PracticeTek; United States; Híbrido; USD 34 000 - 37 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Bonuses or equity (as applicable)

Resumo da oferta

PracticeTek is seeking a Customer Support Specialist II in a hybrid role based in California. The position focuses on Tier 2 technical support for dental software, using SQL and CRM/ticketing tools to diagnose and resolve issues, while mentoring Tier 1 staff and coordinating with cross-functional teams.

The role requires strong communication, analytical skills, and 3–4 years in technical support for SaaS products.

Qualificações

• 3–4 years in technical support or help desk roles.
• Direct experience with proprietary or SaaS business software is required.
• Experience with CRM or ticketing systems highly preferred.
• Familiarity with Windows Server OS and IIS is advantageous.

Responsabilidades

• Manage Tier 2 inquiries via tickets, chat, and email with timely resolutions.
• Escalate to Tier 3 when needed and provide complete context.
• Deliver effective customer communication via phone, chat, or email.
• Collaborate across teams to improve workflows and contribute to knowledge base.
• Mentor Tier 1 staff to strengthen product knowledge and support quality.

Conhecimentos

Technical support

Help desk

SaaS software

CRM software

Ticketing software

SQL query writing

Windows Server OS

IIS

Communication

Formação académica

Bachelor’s degree (Preferred)

Ferramentas

SQL Server

IIS

Descrição da oferta de emprego

PracticeTek is seeking a Customer Support Specialist II in a hybrid role based in California. The position focuses on Tier 2 technical support for dental software, using SQL and CRM/ticketing tools to diagnose and resolve issues, while mentoring Tier 1 staff and coordinating with cross-functional teams.

The role requires strong communication, analytical skills, and 3–4 years in technical support for SaaS products.