Customer Support Specialist II (Healthcare)

TL;DR

Customer Support Specialist II (Healthcare SaaS): Managing Tier 2 support for dental lab manufacturing software, troubleshooting complex issues using SQL queries and product expertise with an accent on data diagnostics, workflow guidance, and integrations. Focus on resolving database problems, mentoring Tier 1 specialists, and coordinating escalations to Tier 3.

Location: Hybrid (3 days/week in office) in San Marcos or San Diego, CA

Salary: $59,000–$65,000

Company

hirify.global is one of the largest retail-healthcare tech providers in North America, offering software solutions like practice management, EHRs, analytics, and payment systems for 40,000+ clinics worldwide, including dental providers via Magic Touch.

What you will do

• Manage Tier 2 tickets, calls, chats, and emails: prioritize, categorize by SLA, diagnose issues, and resolve on first contact when possible.
• Escalate complex issues to Tier 3 with full context, choose optimal communication channels, and own Rush/Emergency tickets until resolved.
• Deliver professional customer experiences, actively listen, provide timely solutions, and ensure high CSAT.
• Collaborate cross-functionally to improve workflows, contribute to knowledge base, and share insights.
• Mentor Tier 1 specialists on product knowledge, customer handling, and efficiency.
• Conduct internal and customer training sessions pre- and post-launch.

Requirements

• 3–4 years technical support or help desk experience (required)
• 2–3 years with proprietary or SaaS business software (required)
• 2 years SQL query writing and troubleshooting (required)
• Bachelor's degree (preferred)
• 3–4 years CRM or ticketing software (preferred)
• 2 years Microsoft Windows Server OS (preferred)
• Familiarity with IIS, SSL certificates, web troubleshooting
• Strong analytical, problem-solving, and communication skills

Culture & Benefits

• Comprehensive health, dental, vision coverage, wellness benefits
• Flexible PTO, sick time, 10 company-paid holidays
• 401(k) with company match
• Culture Committee for connection, fun, and belonging
• High-energy environment focused on innovation, collaboration, curiosity, and continuous development