# Customer Support Specialist I (Behavioral Health)

**Company:** [PracticeTek](https://hotfix.jobs/companies/practicetek)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $44k – $48k/yr
**Experience:** 2+ years
**Skills:** SaaS, Troubleshooting, Ticketing Systems, Knowledge Base, Technical Support, Customer Support, Healthcare Technology, Software Diagnostics, System Configurations, Network Troubleshooting
**Posted:** 2026-05-14

> Handles Tier 1 escalations for healthcare SaaS products, diagnosing software, configuration, and network issues while partnering with higher-tier teams. Requires 2+ years support experience, preferably in behavioral health settings, and strong troubleshooting skills.

## Job Description

## What You’ll Do
- Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues, ensuring timely and accurate solutions.
- Serve as the primary point of contact for escalated cases, delivering clear, proactive communication to customers throughout the troubleshooting process.
- Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance.
- Maintain high-quality, accurate documentation of incidents, resolutions, and trends within the ticketing system to ensure visibility and continuity.
- Create and continuously improve internal knowledge base content to reduce resolution time and enable Tier 1 teams to resolve issues independently.

## What You Bring
- 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology.
- Experience working in a psychiatry, behavioral health, or mental health practice setting (e.g., front office, billing, or administrative roles).
- Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
- Excellent written and verbal communication skills with a customer-first mindset.
- Proven ability to collaborate effectively across technical and non-technical teams in a fast-paced environment.

## Compensation
- $21-$23/Hr (approximately $43,680 - $47,840 annually).
- Eligible for benefits including health, dental, vision, paid time off, 401(k) with company match, and potential bonuses or equity.

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