Customer Support Associate (Payments)

Our Company:
PracticeTek is a large and established healthcare technology company, providing comprehensive software solutions to dental, orthodontic, chiropractic, optometry, and other healthcare clinics. We empower clinicians and their teams to deliver better patient care through innovative and user-friendly technology. 
At PracticeTek, you'll have the opportunity to: 

• Work with dynamic technology solutions that are constantly evolving to meet the needs of the healthcare industry. 
• Collaborate with a talented and passionate team of individuals who are dedicated to improving the lives of patients and healthcare providers. 
• Make a real impact on the healthcare industry by helping to improve efficiency and quality of care. 
• Build a rewarding career with opportunities for growth and development. 

Customer Success Department:
The Customer Success Department is vital for our company, reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer problem will require creative thinking, soft skills, and expertise to solve. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers. 
Career Opportunity:
As a Customer Success Associate at PracticeTek (dba ChiroTouch), you’ll benefit from a defined career path that will develop your communication and product knowledge, as well as your troubleshooting capabilities. Our team is focused on ways to grow our company and creating new opportunities for employees to develop their career. Needless to say, it's an exciting time to be part of our growing organization! 
The position is based in San Diego, CA with a hybrid work schedule (3 days per week in office).
Areas of Accountability:

• Field inbound & outbound customer support phone calls as well as email-based tickets

• Provide technical support for payments software, including installation, updates, and troubleshooting.
• Ensure all payment processes are compliant with relevant regulations and industry standards.
• Thoroughly document support issues and resolutions via web-based ticketing system
• Maintain an understanding of payments product and services within multiple brands
• Assist with and participate in special projects and initiatives
• Deliver excellent customer service, driving high levels of customer satisfaction

• Diagnosing issues like processing refunds and handling chargeback requests, ensuring compliance with company policies and regulations.
•  Investigate and resolve payment system errors, transaction failures, and disputes in a timely manner.

Competencies of Success:

• Must have experience with payments support, software support and customer service
• Demonstrates technical aptitude with payments applications
• Strong analytical and problem-solving skills
• Excellent communication skills (both written and verbal) 
• Ability to work, troubleshoot, and research solutions independently
• Hard working individual capable of driving quality results and meeting data-driven goals
• Collaborate with other departments to ensure we provide the highest level of customer care

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 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.