Customer Support Specialist I
New
P
PracticeTekHealthcare Technology
United StatesFull-TimeEntry
Salary21 - 23 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- DocumentationTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology
- Experience working in a psychiatry, behavioral health, or mental health practice setting
- Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues
- Excellent written and verbal communication skills with a customer-first mindset
- Proven ability to collaborate effectively across technical and non-technical teams
Responsibilities
- Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues
- Serve as the primary point of contact for escalated cases
- Partner cross-functionally with Tier 2/3 support, product, and engineering teams
- Maintain high-quality, accurate documentation of incidents, resolutions, and trends
- Create and continuously improve internal knowledge base content
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