Customer Support Specialist I

Title: Customer Support Specialist I
Team: Customer Success Location: Romote
Reports To: Support Lead, Tops
 

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary; we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly, and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision, and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.

• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.

• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.

• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• Comprehensive health, dental, and vision coverage options

• Wellness benefits that support lifestyle, behavioral health, and overall well-being

• Flexible paid time off, sick time, and 10 company-paid holidays

• 401(k) plan with company match to help you build your future

• Culture Committee driving initiatives that spark connection, fun, and belonging

• A workplace powered by innovation, collaboration, and energy every day

About Tops

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. Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

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 from customers to the appropriate internal team.

• On occasion, a willingness to travel to trade shows or events

How Success is Measured

• CSAT (Onboarding Satisfaction): ≥95% positive feedback

• Meet baseline performance goals post ramp-up period (90 days)

• Complete and pass Level 1 certification ≤120 days

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• Must have prior experience and knowledge of Orthodontics SaaS systems (Preferably Tops, Greyfinch, Ortho2, or Cloud9)
• Familiar with integrated product support, including troubleshooting and resolving issues across connected systems.
• Strong team player with excellent work ethic and ability to work remotely with a 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 the senior leadership team.

• Action-oriented with a strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion.
• Must be in PST or MST time zones.

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.

 

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $62,000-72,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.