Tier 2 Tech Support Specialist (SQL Pro)

PracticeTek; Green Bay (WI); Hybrid; USD 71,635,000 - 77,146,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Job summary

PracticeTek seeks a Customer Support Specialist II to manage complex Tier 2 issues, diagnose problems with SQL queries, and mentor Tier 1 staff. The role reports to the Customer Support Department and requires 3–4 years in technical support, experience with SaaS software, and CRM tools.

Hybrid in-office location in California with cross-functional collaboration. Responsibilities include ticket handling, escalation as needed, and delivering top-tier support to clinics using PracticeTek solutions.

Qualifications

• 3–4 years in technical support or help desk
• Experience with proprietary or SaaS business software
• SQL query writing and troubleshooting required

Responsibilities

• Ticket Management: Prioritize and manage tickets across the queue with SOPs and SLAs
• Handle Tier 2 inquiries via calls, chats, and emails
• Escalate to Tier 3 with complete context
• Choose the most effective communication method to maximize efficiency
• Deliver professional, friendly customer experiences in every interaction
• Mentor Tier 1 specialists and contribute to knowledge transfers

Skills

Technical support

SQL queries

Customer service

SaaS software

Education

Bachelor's degree

Tools

CRM software

Microsoft Windows Server OS

Job description

PracticeTek seeks a Customer Support Specialist II to manage complex Tier 2 issues, diagnose problems with SQL queries, and mentor Tier 1 staff. The role reports to the Customer Support Department and requires 3–4 years in technical support, experience with SaaS software, and CRM tools.

Hybrid in-office location in California with cross-functional collaboration. Responsibilities include ticket handling, escalation as needed, and delivering top-tier support to clinics using PracticeTek solutions.