Technical Support Specialist

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.

Doctible is a technology company that provides patient communication and online reputation management software for healthcare practices. The company's software is designed to increase production, streamline communication, help improve patient satisfaction, and increase revenue. With a focus on innovation and customer satisfaction, Doctible is a trusted partner for healthcare practices of all sizes. If you are passionate about technology and healthcare, Doctible may be the right place for you.

The Customer Success Department:

At Doctible, our Customer Success team serves as the cornerstone of customer satisfaction. We believe in going the extra mile to ensure that every aspect of our customers' needs are addressed promptly and with the highest level of care. Our support representatives are dedicated to becoming experts in our product, enabling them to efficiently resolve any issues that arise.

In this position, you'll have the opportunity to become a superhero for our customers, guiding them through the ins and outs of the Doctible platform. Through comprehensive training, you'll learn how to effectively manage and prioritize customer inquiries, providing both product and technical support as needed. Collaboration with

your colleagues and other departments will be key as you work to deliver timely solutions and exceptional service to our valued customers.

The Career Opportunity:

The Technical Support Specialist role has several responsibilities. One of the primary duties is onboarding new clients by integrating Doctible’s software with their patient management system. This is done through remote accessing onto clients’ servers and performing a remote install. This role owns the integration component, it is a very crucial component of our business.

In tandem with software integrations, a technical support specialist will provide support or manage a broad range of customer support related tasks. These include troubleshooting technical issues with our services, website management, vendor communication, and much more. This is an ideal position for a proactive and enthusiastic person who enjoys working with technology, customers, solving problems and staying busy with varied tasks. It is also a role where you will be offered as much responsibility as you are able or willing to handle, in addition to ongoing training and growth opportunities. We are rapidly growing!

Areas of Accountability:

The Technical Support Specialist has responsibility for the following outcomes:

• Onboard a steady stream of new customers by remotely deploying Doctibles software onto our customers systems
• Troubleshoot technical inquiries surfaced by the customer support team
• Manage advanced Tier 2 support issues with software development and 3rd party partners
• Keep accurate records and ensure processes are well documented
• Help our customers get the most from our platform, solve problems as they arise, and escalate matters to the appropriate channels as needed

Competencies for Success:

• Minimum of 1 year of Customer Support experience
• Background and interest in technology: Must have solid computer skills, and the ability to adapt and learn technology quickly
• Skilled at explaining technical problems and issues in detail to developers and can adjust your language to simple terminology to support your customers
• Knowledge of Windows operating systems, remote desktop tools, G-Suite, and ticketing systems
• Maintain high standards of integrity and accountability
• Must be hungry to learn, caring towards others, and creative in your problem solving

At Doctible (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 $33050-$68650 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.