Client Product and Support Specialist
Our Company:
At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.
PracticeTek is a large and established healthcare technology company, providing comprehensive software solutions to dental, orthodontic, chiropractic, optometry, and other healthcare clinics. We empower clinicians and their teams to deliver better patient care through innovative and user-friendly technology.
At PracticeTek, you'll have the opportunity to:
Work with dynamic technology solutions that are constantly evolving to meet the needs of the healthcare industry.
Collaborate with a talented and passionate team of individuals who are dedicated to improving the lives of patients and healthcare providers.
Make a real impact on the healthcare industry by helping to improve the efficiency and quality of care.
Build a rewarding career with opportunities for growth and development.
The Customer Success Department
The Customer Success Department is vital for our company, offering an incredible onboarding experience for the customer, engaging customers with our products, and reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer problem will require creative thinking, soft skills, and expertise to solve. Collaboration with your colleagues and other departments will be key as you work to deliver timely solutions and exceptional service to our valued customers.
The Career Opportunity
In this position, you'll have the opportunity to be the superhero for our customers, by solving their issues, troubleshooting and guiding them through the ins and outs of the Tops platform. As a Customer Success Specialist, you'll be responsible for customer success, escalations, retention, cross-sells, and upsells. We're seeking a candidate with a strong background in Tops Practice Management Software, ready to use their skills to make a significant impact on our customers' experience and their success using our software products. The candidate must enjoy helping customers, give white-glove service, have strong follow-up to ensure appropriate communication and customer engagement and have a team attitude and strong work ethic.
The position is remote-based and MST and PST preferred. 11am-8pm EST
Areas of Accountability:
Deliver exceptional phone and email service and support to end-users. Heavy call volume of 500+ calls and emails per week
Consistently using active listening skills with a focus on capturing client needs and urgency
Determine the best solution based on the issue and details provided by customers utilizing internal resources. Identify and escalate priority issues per client specifications.
Replicating issues reported by clients and working with Product and Development teams to deliver solutions
Documenting actions taken on support incidents and logging resolutions in a clear and concise manner
Lead generation for services and sales.
Pass on any feedback or suggestions by customers to the appropriate internal team.
On occasion, a willingness to travel to tradeshows or events
Competencies for Success:
Bachelor’s degree preferred, or equivalent combination of education and work experience
Must have prior Tops experience and knowledge from a Tops practice.
Familiar with SaaS platforms and integrated product support, including troubleshooting and resolving issues across connected systems.
Strong team player with excellent work ethic and ability to work remotely with remote team.
Self-motivated approach, with a strong desire to grow as a leader.
Must be coachable and have a willingness to be a valued teammate.
Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team.
Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion.
At PracticeTek we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills.
PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.