Senior SaaS Support & Customer Success Specialist

PracticeTek; United States; Remote; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Paid time off

401(k) with company match

Bonus or equity (as applicable)

Job summary

PracticeTek, a leading retail healthcare tech provider in North America, is hiring in the United States for a Customer Success role. You will handle Tier 1 support, document and resolve cases via Salesforce/Freshdesk, and collaborate across teams to enhance customer satisfaction.

Ideal candidates have 4+ years in customer success or account management, strong communication, and problem-solving skills. The role offers competitive base pay, comprehensive benefits, and opportunities for growth in a

Qualifications

• 4+ years of experience in customer success, account management, or related field.
• Bachelor’s degree in business, marketing, communications, or related field is a plus.
• Experience with SaaS/tech is preferred.

Responsibilities

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within established SLAs using Salesforce and Freshdesk to maintain accurate records.
• Provide an empathetic, solutions-focused experience for every customer interaction.
• Send CSAT surveys post-resolution, analyze trends, and share insights with the team to support continuous improvement.
• Collaborate across teams by accurately recording case details and maintaining knowledge base articles.

Skills

Customer Success

Account Management

Communication

Problem-Solving

Leadership

Education

High School Diploma or GED

Associate/Bachelor’s degree (a plus)

Tools

Salesforce

Freshdesk

Job description

PracticeTek, a leading retail healthcare tech provider in North America, is hiring in the United States for a Customer Success role. You will handle Tier 1 support, document and resolve cases via Salesforce/Freshdesk, and collaborate across teams to enhance customer satisfaction.

Ideal candidates have 4+ years in customer success or account management, strong communication, and problem-solving skills. The role offers competitive base pay, comprehensive benefits, and opportunities for growth in a