# Customer Support Specialist 1 (cloud software support)

**Company:** [PracticeTek](https://hotfix.jobs/companies/practicetek)
**Location:** Las Vegas, NV
**Role:** Customer Support
**Salary:** $33k – $69k/yr
**Skills:** SaaS, Troubleshooting, Customer Support, Ticketing Systems, Chirotouch, Phone Support, Chat Support, Documentation, Analytical Skills, Software Navigation
**Posted:** 2026-08-18

> Provides front-line support for ChiroTouch SaaS software used in chiropractic clinics, resolving customer inquiries via phone and chat, troubleshooting issues, and documenting interactions to ensure high satisfaction and efficiency.

## Job Description

## What You’ll Do
- Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations
- Diagnosing and troubleshooting software issues, guiding customers through solutions that improve product adoption and overall experience
- Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency
- Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers
- Collaborate cross-functionally with Product, Engineering, and other teams to escalate issues, drive resolutions, and improve overall system performance

## How Success is Measured
- Customer satisfaction (CSAT) scores consistently meet or exceed >93%
- Average ticket resolution time meets defined service level targets
- First contact resolution rate improves or exceeds team benchmarks
- Ticket documentation quality and accuracy meet internal audit standards
- Call handling quality and accuracy meet internal audit standards
- Contribution to team goals, including backlog reduction and service efficiency improvements

## What You Bring
- Experience in SaaS customer support or a similar customer-facing software support role
- Strong troubleshooting and analytical skills, with the ability to resolve issues independently
- Clear and professional written and verbal communication skills
- Demonstrated ability to learn and navigate software systems quickly
- Proven ability to manage multiple priorities while maintaining attention to detail and service quality

## Compensation
- Expected pay: $33,050 – $68,650
- Eligible for benefits including health, dental, vision, paid time off, 401(k) with company match, and potentially bonuses or equity

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