Technical Support Lead Associate - PracticeTek

Job Title: Technical Support Lead Associate 

Department: Customer Success – Technical Support 

Reports To: Technical Support Manager 

Who We Are: 

With a legacy spanning over 20 years, Practice Tek 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. Our vision – to be the most loved, most essential software and service provider for every practice – is not just words. These words reflect who we are as a company, and who we are as people.  

 
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 Lead Associate at Practice Tek (dba ChiroTouch), you will 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 to improve their skills in 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 Lead 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. 

• Provide timely assistance to agents requesting help through various communication channels. 

• Prepare daily and weekly reports based on department needs 

• Perform peer evaluations monthly. 

• Assign cases originating from the department queues to technicians to ensure our service level agreements are met. 

• Creating, reviewing, and updating department articles or SOP’s. 

• Taking ownership, triage, and making initial contact on department escalations.  

• Leading bi-weekly team meetings. 

 
Competencies for Success:  

• 3-5 years of experience in a customer service/support role is required. 

• 3-5 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. 

• An understanding of Microsoft SQL Server. 

• An understanding of network concepts including NETBIOS over TCP/IP fundamentals. 

• Apple iPad & Parallels knowledge is a plus. 

• Familiarity with HIPAA regulations is required. 
   

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. 
 

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