Customer Support Specialist II – Patients

PracticeTek

. Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $22 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management within a SaaS environment, with strong problem-solving abilities and effective communication skills. Proficient in managing multiple projects and accounts while contributing to process improvements and maintaining high customer satisfaction.

Highest-signal resume keywords

Customer Success ExperienceSalesforce ProficiencyFreshdesk ProficiencyStrong Communication SkillsProblem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementProject ManagementKnowledge Base DevelopmentCase DocumentationTrend AnalysisSLA ManagementTechnical AptitudeProcess ImprovementMulti-Account Management

Soft Skills

Interpersonal SkillsEmpathyCritical ThinkingAdaptabilityTeam Leadership

Tools & Technologies

SalesforceFreshdeskInternal Tools

Certifications & Qualifications

High School DiplomaGEDAssociate’s DegreeBachelor’s Degree

Industry Keywords

SaaSCustomer SatisfactionCSAT SurveysSupport TicketsFast-Paced Environment

About the role

Key responsibilities & impact

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 customer experience
Send CSAT surveys after resolution, analyze trends, and share insights with the team
Accurately 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
Stay current on process updates, products, and workflows
Contribute to light project management tasks, including progress tracking and deliverable updates
Participate in process improvement initiatives and internal documentation updates
Meet a call answer rate of at least 90% and customer satisfaction score of at least 90%

Requirements

What you’ll need

4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company
High School Diploma or GED required
Strong communication and interpersonal skills
Excellent problem-solving and critical-thinking abilities
Experience as a team or shift lead is preferable
Ability to manage multiple accounts and projects simultaneously
Ability to thrive in a fast-paced, evolving environment with shifting priorities
Technical aptitude and willingness to learn new software and systems
Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Paid time off
401(k) with company match
May be eligible for additional compensation such as bonuses or equity
Career and skills growth opportunities
Continuous development
Flexible work arrangement / remote work