Customer Success Specialist (Ora)

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. 
 
Ora is a practice management software that is purpose-built for large DSOs and multi-site practices.  The company's software is designed to help multi-specialty dental practices manage appointments, track patient information, manage payments, and streamline operations. With a focus on innovation and customer satisfaction, Ora is a trusted partner for dental practices of all sizes. If you are passionate about technology and the dental industry, Ora 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. 
 
The Career Opportunity:  
 
As a Customer Success Specialist for Ora, you'll be resolving customer support issues, escalations, retention, cross-sells, and upsells. We're seeking a candidate with a strong background in dental and customer service, ready to use their skills to make a significant impact on our customers' experience and their success using our software products. The candidate must enjoy helping customers, give white-glove service, have strong follow-up to ensure appropriate communication and customer engagement and have a team attitude and strong work ethic. 
 
The position is remote-based. 
 
Areas of Accountability:  
 

• Provide technical support to customers via various channels, including phone, email, and chat.  

• Troubleshoot and resolve technical issues related to Ora’s products or services.  

• Communicate technical information in a clear and understandable manner to non-technical customers.  

• Ensure timely and accurate updates to customers regarding the status of their technical issues. 

• Proactively identify opportunities to improve processes and enhance the overall customer support experience.  

• Consistently using active listening skills with a focus on capturing client needs and urgency 

• Replicating issues reported by clients and working with Product and Development teams to deliver solutions  

• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner 

• On occasion, a willingness to travel to tradeshows or events 
   

Competencies for Success : 
 

• Bachelor’s degree preferred, or equivalent combination of education and work experience 

• Must have prior dental software experience or experience supporting dental practice management or related software 

• Dental insurance experience preferred 

• Strong team player with excellent work ethic and ability to work remotely with remote team. 

• Self-motivated approach, with a strong desire to grow as a leader. 

• Must be coachable and have a willingness to be a valued teammate. 

• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team. 

• Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion.

 
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.