Technical Support Associate

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.

Department Overview:   

The Technical Support department’s goal is to ensure environmental issues impacting the Microsoft Windows-based on-premises software – ChiroTouch - are addressed in a timely manner. The Technical Support department is responsible for handling phone calls, appointment-based support, technical escalations from other departments, and ensuring the ancillary, off-site backup service – CTSecure – is functional for all active subscribers.    

Your Career Opportunity:   

As a Technical Support Associate at PracticeTek. (dba ChiroTouch), you’ll benefit from a defined career path that will develop your Microsoft Windows operating system, local (TCP/IP) networking fundamentals, Microsoft SQL Server, and EHR/EMR software troubleshooting practices. This role is ideal for those looking for an entry point into IT practices and corporate software solutions. You will learn applicable communication and technical skills to advance your technical career. We are an ever-growing company, looking to expand our team!  

Your Areas of Accountability:   

A Technical Support Associate has responsibility for the following outcomes:  

• Answer phone calls from clients to identify and resolve technical issues affecting ChiroTouch applications in Microsoft Windows Operating System and Apple iPadOS environments.  
• Meet or exceed call center metrics and service levels.  
• Schedule and engage in follow-up calls with clients regarding ongoing technical issues.  
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations.  
• Determine eligibility by comparing client information to requirements.  
• Utilize active listening and empathy skills.  
• Resolve technical escalations from the Product Support phone and chat team.  
• Track and monitor all client interactions using the Salesforce CRM system.  
• Coordinate with peers to provide proper coverage for all appointments.  

Competencies for Success:   

• 1-2 years of experience in a customer service/support role is required.  
• 1-2 years of computer application-based technical support experience or IT experience is preferred.  
• Previous call center experience is required.  
• Excellent verbal and written communication skills are required with an emphasis on phone etiquette.  
• Works hard with little supervision.  
• Detailed-oriented with exceptional documentation skills.  
• Working knowledge of Microsoft Windows administration tools.  
• Basic understanding of Microsoft SQL Server.  
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals.  
• Apple iPad & Parallels knowledge is a plus.  
• Familiarity with HIPAA regulation is preferred. 

At PracticeTek 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 $33,050.00 - $68,650 for this position.
Practice Tek 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 on the basis of 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.