Customer Support Representative

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.
IntakeQ is a technology company that provides online intake forms and appointment scheduling software for healthcare practices. The company's software is designed to help practices streamline patient intake, reduce paperwork, and enhance patient experience. With a focus on innovation and customer satisfaction, IntakeQ is a trusted partner for healthcare practices of all sizes. If you are passionate about technology and healthcare, IntakeQ may be the right place for you.
The Career Opportunity:
Customer Support Representatives (CSRs) serve as the frontline ambassadors for IntakeQ, representing the initial point of interaction with our valued customers. CSRs are integral assets to our company, contributing significantly to the overall customer experience. In navigating the intricacies of technical issues, CSRs not only provide solutions but also engage in creative problem-solving to address the unique challenges that customers may encounter, while ensuring customers feel valued and heard.
The position is remote, with designated hours from 10AM – 6PM Eastern Time
Areas of Accountability:
The Customer Success Representative is responsible for the following outcomes:

• Customer Experience: CSRs will provide exceptional support to IntakeQ’s customers primarily through email support. Ideal candidates will put customer’s needs first and prioritize their workday according to a ticket and call queue, and ensure that customer’s questions are answered in a quick and efficient manner, leading to an overall positive customer experience.
• Problem-Solving and Investigating: CSRs are the front line for the product. In addition to assisting our customers with technical issues, CSR’s identify patterns and suggest improvements to our help center articles, system, processes, and workflows. CSR’s work directly with the product/development teams in diagnosing and troubleshooting bugs that they or customers may find in the software.
• Effective, Polite, and Helpful Communication: Although content and technical knowledge is important, proper communication tone is imperative at IntakeQ. CSRs will be required to have strong oral and written communication skills and be able to adapt their communication to ensure customers feel heard and are treated exceptionally well.
• Self-Motivation and Accountability: The ideal candidate is self-motivated and is accountable for their continual knowledge development and for their presence on the team. As the position is remote, this requires active participation in tickets, support calls, and team chats to continually build knowledge and become a well-rounded CSR. The CSR is also expected to learn new features as they are released to support the product as it continues to grow and expand.
• Teamwork: Our motto is “One-Team”. CSRs are expected to draw upon the knowledge and experience of the team by actively participating in team chats and training sessions. In turn, CSRs are expected to contribute their knowledge and creative solutions to the team, as the software can be used uniquely in many different situations.

Competencies for Success:

• One (1) year of technical support at a SaaS company is preferred, but not required. Preference is given to individuals who have experience in the medical/wellness space.
• Preference is given to individuals with Medical Insurance Claims and billing experience but is not required.
• Passion for problem solving and creative solutions when faced with nuanced or difficult challenges.
• Self-driven, self-motivated, and demonstrates accountability for personal presence and work in a remote environment.
• Have a desire to go above and beyond and can anticipate additional needs or questions a customer may have.
• Able to adapt their communication style depending on the customer, understands the importance of tone in written communication, and is open to coaching on how to improve their tone to ensure customer satisfaction.
• Tech-savvy and able to quickly adapt to a variety of digital tools including:
  • HelpScout
  • HubSpot
  • Zoom
  • Microsoft Outlook and Excel

PracticeTek is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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