Customer Support Specialist II

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 coll