Technical Support Associate

Who We Are: 

With a legacy spanning over 20 years, PracticeTek is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing and profitable, privately funded organization who stays ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. 

Department Overview:  

The Technical Support department is vital for our company, reactively assisting our customers by troubleshooting and/or providing information regarding the software's function. Our department applies Microsoft Windows and networking fundamentals to diagnose environmental issues that impact the performance and connectivity of the software. Each customer case will require creative thinking, soft skills, and technical expertise to solve. Cases may require cross-departmental communication, or escalation to delight our customers. 

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: 

Responsibilities: 

• Determines eligibility by comparing client information to requirements 

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments 

• Utilize active listening and empathy skills 

• Strive to meet or exceed call center metrics and service levels 

• Schedule and engage in follow-up calls with clients regarding on-going technical issues 

• Resolve technical escalations from the Product Support phone and chat team 

• Troubleshoot issues which may occur during database updates, new software installations, and server migrations 

• Track and monitor all client interactions using Salesforce CRM system 

• Coordinate with peers to provide proper coverage for all appointments 

Qualifications: 

• 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 required 

• Previous call center experience is required 

• Excellent verbal and written communication skills are required with 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 

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 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.