Customer Success Associate Tier 2

Title of the Job: Customer Success Associate Tier 2

Location: San Diego, CA

Job Description: Our Company:
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.

Customer Success Department:
The Customer Success Department is vital for our company, 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. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers.The Career Opportunity:
As a Customer Success Associate at Integrated Practice Solutions, Inc. (dba ClinicSource), you’ll benefit from a defined career path that will develop your communication and product knowledge, as well as your troubleshooting capabilities. Our team is focused on ways to grow our company and creating new opportunities for employees to develop their career. Needless to say, it’s an exciting time to be part of our growing organization!The position is based in San Diego, CA with a hybrid work schedule (3 days per week in office).Areas of Accountability:

• Field inbound customer support phone calls and emails
• Diagnose and resolve customer issues
• Research complex database and software logic issues
• Test new software features and functionality
• Thoroughly document support issues and resolutions via web-based ticketing system
• Assist with and participate in special projects and initiatives
• Independently manage fast-paced work as part of a Customer Success team
• Deliver excellent customer service, driving high levels of customer satisfaction
• Remain flexible and positive in the face of challenges

Competencies of Success:

• Bachelor’s Degree or equivalent experience in Information Technology, Computer Science or related field
• Strong working knowledge of Microsoft client and server operating systems (Windows 10 / Server 2012/2016/2019)
• Strong analytical and problem-solving skills
• Excellent communication skills (both written and verbal) and the ability to interact with a wide range of audiences
• Ability to simultaneously manage support cases from a live queue along with project-based work
• Ability to work, troubleshoot and research solutions independently
• Teachability and a desire to learn and become an expert on new systems, software, and procedures
• Ability to work with engineers and technical contributors to improve the product by identifying and documenting defects
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities and meeting objectives

Preferred:

• Experience in software support
• Experience using outpatient health software
• Experience supporting the outpatient health software industry
• Experience with Microsoft SQL Server, TSQL, and ability to run simple SQL queries
• Exposure to Microsoft Internet Information Services (IIS) webserver
• Familiarity working with web-based systems and components written in ASP.net, HTML and JavaScript
• Experience with Microsoft SQL Reporting Services

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.Powered by JazzHR

Company Name: PracticeTek

Salary:

Apply for the job!