Customer Support Specialist II - Patients
New
P
PracticeTekHealthcare technology
United StatesFull-TimeMiddle
SalaryBase pay between $22.00-25.00
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Job Details
- Experience
- 4+ years of experience in customer success, account management, or a related field
- Required Skills
- Project ManagementSalesforceProblem SolvingCustomer SuccessAccount ManagementCustomer support
Requirements
- Have 4+ years of experience in customer success, account management, or a related field.
- Bring experience preferably from a SaaS or technology company.
- Hold a High School Diploma or GED.
- An associate’s or bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
- Have strong communication and interpersonal skills to build rapport and trust with customers.
- Demonstrate problem-solving and critical-thinking abilities.
- Be able to manage multiple accounts and projects simultaneously.
- Bring technical aptitude and willingness to learn new software and systems.
- Team or shift lead experience is preferable.
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.
- Provide an empathetic, solutions-focused experience for customer interactions.
- Send post-resolution CSAT surveys, analyze trends, and share insights with the team.
- Record and communicate case details across teams.
- Develop and maintain internal and customer-facing knowledge base articles.
- Track and escalate recurring issues to Tier 2 or management.
- Use internal tools to manage workload, document interactions, and schedule follow-ups.
- Contribute to project tracking, process improvement initiatives, and documentation updates.
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