Customer Support Specialist II - Magic Touch

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

· Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.

· Team up with passionate, talented people who care deeply about patients, providers, and making a difference.

· See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.

· Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

· Comprehensive health, dental, and vision coverage options

· Wellness benefits that support lifestyle, behavioral health, and overall wellbeing

· Flexible paid time off, sick time, and 10 company-paid holidays

· 401(k) plan with company match to help you build your future

· Culture Committee driving initiatives that spark connection, fun, and belonging

· A workplace powered by innovation, collaboration, and energy every day

Magic Touch is a technology company that provides software solutions tailored exclusively for dental lab manufacturers. The company's software is designed to help manufacturers streamline their operations, manage inventory, track sales, and enhance customer relationships. With a focus on innovation and customer satisfaction, Magic Touch is a trusted partner for dental manufacturers of all sizes. If you are passionate about technology and the dental industry, Magic Touch may be the right place for you.

The Customer Support Department:

At Magic Touch, our Customer Support Department is the heartbeat of the customer experience. We’re a team of problem-solvers, innovators, and relationship builders dedicated to helping dental lab manufacturers get the most from our software solutions. Operating within a multi-tiered support model, our specialists handle everything from quick resolutions and workflow guidance to complex database, automation, and integration challenges.

Every interaction reflects our commitment to responsiveness, expertise, and genuine care. We collaborate closely across teams to ensure every customer receives clear communication, lasting solutions, and exceptional service. Guided by PracticeTek’s mission to make healthcare technology effortless and accessible, our department thrives on curiosity, accountability, and the shared goal of helping our clients succeed.

The Career Opportunity:

The Customer Support Specialist II is a proficient technical resource responsible for managing complex customer issues requiring deeper investigation and product expertise. This role handles Tier 2 support calls, chats, and emails, analyzing, reproducing, and troubleshooting issues to deliver timely and accurate resolutions. Leveraging SQL Server skills, the specialist uses and writes queries to diagnose data-related problems and troubleshoot issues. As a subject matter expert in core product functionality and dental lab manufacturing workflows, this position bridges frontline and advanced support by mentoring Tier 1 specialists, coordinating escalations, and collaborating with cross-functional teams. The specialist also participates in internal and customer training to strengthen knowledge sharing and product adoption.

***The position is based in San Marcos or San Diego, CA with a hybrid work schedule (3 days per week in office). ***

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

The Customer Support Specialist II has responsibility for the following outcomes:

• Ticket Management: Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs. Accurately categorize and assign SLA tags to ensure correct prioritization and response.

• Calls, Chats & Emails

• Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.

• Escalate to Tier 3 appropriately with complete context.

• Choose the most effective communication method (phone, chat, or email) to maximize efficiency.

• Customer Satisfaction: Deliver a professional, friendly experience in every interaction. Listen actively, collect relevant information, and provide timely solutions.

• Collaboration: Partner with other departments to share insights, improve workflows, contribute to the knowledge base, and support knowledge transfers.

• Mentorship: Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.

• Escalations: Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand-offs. Assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.

• Training: Deliver training for staff and customers, pre- and post-launch, to support knowledge transfer and engagement.

How Success is Measured

Here’s how we’ll know you’re making an impact and raising the bar:

• SLA Compliance

• Ticket Resolution/Escalation Time

• Reopen Rate

• Average Answer Rate

• Average Handle Time

• Average Time in Queue

• Escalation Accuracy/Rate

• CSAT

• Brand Confidence

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

Education:

Bachelor's (Preferred)

Experience:

• Technical support or help desk: 3-4 years (Required)

• Direct experience with proprietary or SaaS business software: 2-3 years (Required)

• CRM or ticketing software: 3-4 years (Preferred)

• Microsoft Windows Server OS: 2 years (Preferred)

• SQL query writing and troubleshooting: 2 years (Required)

• Familiarity with IIS, SSL certificates, or similar web environment troubleshooting

• Strong analytical, problem-solving, and communication skills

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $25- $27/Hr. This role is also eligible for benefits, including health, dental, vision, paid time off, and a 401(k) with a company match, and may be eligible for additional compensation, such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.