PracticeTek

Compensation

Full Description

The Role Title: Customer Support Specialist 1 – Gaidge | GCM Team: Gaidge Location: Remote Reports To: Amy Keith About PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. At PracticeTek, you’ll get to: Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. Team up with passionate, talented people who care deeply about patients, providers, and making a difference. See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. Why You’ll Love It Here As part of the TekTribe, you’ll enjoy: Comprehensive health, dental, and vision coverage options Wellness benefits that support lifestyle, behavioral health, and overall wellbeing Flexible paid time off, sick time, and 10 company-paid holidays 401(k) plan with company match to help you build your future Culture Committee driving initiatives that spark connection, fun, and belonging A workplace powered by innovation, collaboration, and energy every day About Gaidge At Gaidge, our mission is to simplify the business of orthodontics. We provide actionable performance metrics, new patient task management tools, and business insights that help orthodontic practices operate more efficiently, increase profitability, and improve patient experiences. From digital health history forms and fee presentation tools to industry benchmarks and comprehensive data dashboards, our platforms empower orthodontic teams to make data driven decisions and deliver exceptional patient experiences. We are seeking a Customer Support Specialist to join our growing team. This role is dedicated to providing world-class support to our clients, assisting with troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer interaction will require creative thinking, soft skills, and industry expertise to resolve, therefore, ensuring the client can fully leverage our software solutions to achieve their practice goals. What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: Delivering excellent customer service through phone, email, and web-based support. Researching, troubleshooting, and resolving software and process-related issues quickly and accurately. Documenting support cases and resolutions thoroughly in our ticketing system. Providing workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction. Collaborating with internal teams to share client feedback that drives product improvements. How Success is Measured Here’s how we’ll know you’re making an impact and raising the bar: Response & Resolution– Research, troubleshoot, diagnose, and resolve support requests and software issues in a timely manner Customer Satisfaction (CSAT) Scores – Consistently meeting or exceeding client satisfaction benchmarks. Case Documentation Quality – Maintaining accurate, thorough documentation of support issues and resolutions in our web-based ticketing system User Adoption/Engagement Feedback – Identify and provide learned best practices to ease user adoption and engagement resulting in positive client feedback. First-Contact Resolution – Field inbound customer support calls, emails and chats and resolve issues without escalation when possible. What You Bring Your unique talents are what make you shine. For this role, success looks like: Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operations Have a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud) Ability to troubleshoot and research complex software issues in a timely manner Excellent verbal and written communication skills with both clients and internal teams. Capable of managing multiple tasks, prioritizing effectively, and documenting thoroughly. Proactive in sharing insights and working with others to improve client outcomes. Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives Ready to Join? If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law. This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.