Technical Support Lead

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. 
 
Tops Ortho is a technology company that provides cloud-based orthodontic practice management software. The company's software is designed to help orthodontic practices manage appointments, track patient information, and streamline operations. With a focus on innovation and customer satisfaction, Tops Ortho is a trusted partner for orthodontic practices of all sizes. If you are passionate about technology and the orthodontic industry, Tops Ortho may be the right place for you. 
 
The Customer Experience Department: 
 
Our Customer Success Department is dedicated to helping clients achieve their goals. We deliver customers’ outcomes that align with their expectations from our products and encourage long-term loyalty, repeat business, and referrals. 
 

Your Career Opportunity:  

As a Technical Support Lead at Tops, you’ll benefit from a defined career path that will develop your macOS skills, local (TCP/IP) networking fundamentals, and orthodontic practice management 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! 

This position is remote-based. 

Your Areas of Accountability:  

A Technical Support Lead has responsibility for the following outcomes: 

• Answer phone calls from current clients to identify and resolve technical issues affecting Tops  

• Field calls from network technicians regarding office configuration 

• Field calls from current Tops practices regarding network slowness 

• Schedule and engage in follow-up calls with clients regarding ongoing technical issues. 

• Field calls for current Tops practices regarding new network hardware implementation 

• Coordinate, prep, and complete server transfers for on-prem Tops servers 

• Coordinate, prep, and complete Lightning Cloud migrations of on-prem Tops servers 

• Assist with troubleshooting backup drive errors 

• Utilize active listening and empathy skills. 

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

• Track and monitor all client interactions 

• Coordinate with peers to provide proper coverage for all appointments. 

 
Competencies for Success:  

• 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 preferred. 

• Working knowledge of network concepts including Network Attached Solutions (NAS), LAN/WAN, TCP/IP, DNS, DHCP 

• Working knowledge of macOS and macOS Server 

• Working knowledge of PostgreSQL, Java, Javascript 

• Terminal and command line knowledge. 

• 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. 

• Familiarity with HIPAA regulations is preferred. 
   

PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.