Customer Support Specialist I

PracticeTek

. Deliver exceptional phone and email service and support to end-users .

Posted 11/12/2026full-timeUnited StatesMid-LevelSenior💰 $20 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional customer service through effective communication and problem-solving skills, particularly in Orthodontics SaaS systems. Proven ability to manage high call volumes while maintaining strong relationships with clients and internal teams.

Highest-signal resume keywords

Customer Service ExcellenceOrthodontics SaaS Systems KnowledgeIssue Troubleshooting and ResolutionLead Generation and Sales SupportRemote Team Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SaaS Platform FamiliarityIssue ReplicationSupport DocumentationCustomer Feedback ManagementCross-Selling and Upselling

Soft Skills

Active ListeningStrong Work EthicSelf-MotivationRelationship BuildingAction-Oriented

Tools & Technologies

TopsGreyfinchOrtho2Cloud9

Industry Keywords

Customer SuccessEscalation ManagementRetention StrategiesLead GenerationTradeshows

About the role

Key responsibilities & impact

Deliver exceptional phone and email service and support to end-users
Handle a heavy call volume of 500+ calls and emails per week
Use active listening to capture client needs and urgency
Determine the best solution using customer-provided details and internal resources
Identify and escalate priority issues according to client specifications
Replicate client-reported issues and collaborate with Product and Development teams on solutions
Document support-incident actions and resolutions clearly and concisely
Generate leads for services and sales
Pass customer feedback and suggestions to the appropriate internal team
Support customer success, escalations, retention, cross-sells, and upsells
Occasionally travel to tradeshows or events

Requirements

What you’ll need

Bachelor’s degree preferred, or equivalent combination of education and work experience
Prior experience and knowledge of Orthodontics SaaS systems, preferably Tops, Greyfinch, Ortho2, or Cloud9
Familiarity with SaaS platforms and integrated product support
Ability to troubleshoot and resolve issues across connected systems
Ability to work remotely with a remote team
Strong work ethic
Self-motivated approach and desire to grow as a leader
Coachable and willing to be a valued teammate
Ability to build trustworthy relationships with business leaders, customers, vendors, and senior leadership
Action-oriented with a strong sense of urgency
Ability to overcome obstacles and achieve results in a timely fashion

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage options
Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
Flexible paid time off
Sick time
10 company-paid holidays
401(k) plan with company match
Culture Committee initiatives supporting connection, fun, and belonging
Remote work flexibility
Hybrid work setup for employees based in Las Vegas, NV; Green Bay, WI; or San Diego, CA
Potential additional compensation such as bonuses or equity, as applicable
Opportunities for career and skills growth
Opportunity to attend tradeshows or events