Onboarding and Support Specialist

Job Title: Onboarding and Support Specialist
Department: Customer Success, Gaidge
Reports To: Senior Manager, Customer Experience, Gaidge
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.
Gaidge is a technology company that helps orthodontic businesses organize, grow and achieve more. Our mission is to simplify the business of orthodontics by providing easy-to-use practice metrics and business insights that efficiently report the health and progress of the practice, increasing business acumen and enhancing productivity. If you are passionate about technology and analytics, Gaidge may be the right place for you.
The Customer Success Department:
The Customer Success Department is vital for our company, offering an incredible onboarding experience for the customer, engaging customers with our products, and 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. 
The Career Opportunity:
As an Onboarding and Customer Success Specialist at Gaidge (DBA PracticeTek), you will primarily focus on new customer implementations, conducting web-based training sessions, project management and supporting our customer base. You'll benefit from a defined career path that will develop your communication and product knowledge, your business acumen, 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. It's an exciting time to be part of Practicetek! 
The position is based remote.
The Gaidge Onboarding & Support Specialist has responsibility for the following outcomes:

• Deliver excellent customer service, driving high levels of customer satisfaction 
• Implementation, training, and project management of customer onboarding journey
• Manage multiple customer implementation projects from start to finish simultaneously 
• Identify and provide learned best practices to ease user adoption and engagement 
• Provide customer feedback to Development teams for new and existing features 
• Field inbound customer support phone calls and emails 
• Research, troubleshoot, diagnose, and resolve complex reconciliation and software issues in a timely manner 
• Meticulously document support issues and resolutions in our web-based ticketing system 
• Requires a flexible and positive mindset in the face of challenges 
• Our hours of operation are 8:30 AM to 5:30 PM, EST. Schedules are subject to change based on business needs and with ample notice. 

Competencies for Success:

• Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operations
• Have a comprehensive understanding of at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud)
• Excellent organizational skills with attention to detail
• Strong communication skills both verbal and written with customers and internally
• Independently and professionally manage multiple projects simultaneously
• Strong team player and excellent problem-solving skills
• Ability to troubleshoot and research complex software issues in a timely manner 
• Teachability, strong desire to learn and master product knowledge 
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives 
• Curious, proactive, and hardworking nature  
• On occasion, a willingness to travel to tradeshows or events 
• **Additional experience in SalesForce, Hubspot, QuickBooks, Xero, OrthoFi, Camtasia, MS Word, and MS Excel is a plus. 

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.