Customer Support Specialist I

Our Company:
At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.

PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.

PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.

Magic Touch is a technology company that provides software solutions tailored exclusively for dental lab manufacturers. The company's software is designed to help manufacturers streamline their operations, manage inventory, track sales, and enhance customer relationships. With a focus on innovation and customer satisfaction, Magic Touch is a trusted partner for dental manufacturers of all sizes. If you are passionate about technology and the dental industry, Seamlessly Efficient may be the right place for you.

The Customer Support Department:
The Customer Support department provides excellent customer service to all customers calling in by ensuring customers’ needs are met and by going above and beyond their expectations. The department is a team-oriented, customer-focused environment in a setting where innovation, collaboration, and integrity are rewarded.

The Career Opportunity:
The primary responsibilities will be to answer support calls and emails, triage, analyze, reproduce report issues, enter support tickets, escalate, and follow through to resolution. Utilize skills and knowledge to effectively address basic support tickets and ensure that customers’ needs are addressed.
Engage tier 2 specialists to share knowledge, maintain/improve customer relationships, and improve efficiency.

The position is based in San Marcos, CA, with a hybrid work schedule (3 days per week in the office)

Areas of Accountability:
The Customer Support Specialist I has responsibility for the following outcomes:

• Ticket Management: Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs.
  • Metrics:
    • SLA Compliance
    • Tickets Resolved per Week
    • Reopen Rate
• Calls, Chats & Emails
  • Handle Tier 1 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.
  • Escalate to Tier 2 appropriately with complete context.
  • Choose the most effective communication method (phone, chat, or email) to maximize efficiency.
    • Metrics:
      • First-Call Resolution Rate
      • Average Handle Time
      • Email Response Time
      • Escalation Accuracy
• Customer Satisfaction : Deliver a professional, friendly experience in every interaction. Listen actively, collect relevant information, and provide timely solutions.
  • Metrics:
    • CSAT
    • Customer Feedback
• Collaboration: Partner with other departments to share insights, enhance workflows, and facilitate knowledge transfer.
• Escalations : Navigate and review all internal resources to determine when an escalation is necessary. Collect all pertinent information, including screenshots, videos, and logs, to ensure an efficient handoff to Tier 2.

Competencies for Success :
Education:
Bachelor's (Preferred)

Experience:
CRM software: 2 years (Preferred)
Technical support: 2 years (Preferred)
Microsoft Windows Server: 2 years (Preferred)
Problem Solving
Technical written and verbal communication:
Multi-tasking – Troubleshooting and researching solutions independently
Drive quality results in accordance with KPIs
Cross-department collaboration to provide a consistent customer experience
Analytical thought process

At Magic Touch (part of the PracticeTek family of companies), 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. These considerations can cause compensation to vary, but we reasonably expect to pay between [Salary Range] for this position.
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.