Customer Support Specialist III - Stax Payments

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

· Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.

· Team up with passionate, talented people who care deeply about patients, providers, and making a difference.

· See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.

· Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

· Comprehensive health, dental, and vision coverage options

· Wellness benefits that support lifestyle, behavioral health, and overall wellbeing

· Flexible paid time off, sick time, and 10 company-paid holidays

· 401(k) plan with company match to help you build your future

· Culture Committee driving initiatives that spark connection, fun, and belonging

A workplace powered by innovation, collaboration, and energy every day

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Resolve complex STAX payment issues including transactions, refunds, disputes, chargebacks, integrations, and configuration.
• Own escalated cases from troubleshooting through resolution, partnering with internal teams when needed.
• Provide top-tier support to customers with clear communication, timely updates, and effective de-escalation.
• Improve support processes by identifying recurring issues and recommending solutions.

How Success is Measured

Here’s how we’ll know you’re making an impact and raising the bar:

• Resolution: Resolve complex STAX payment issues accurately and on time.
• Escalations: Provide clear details and next steps for escalated issues.
• Customer Experience: Communicate proactively and maintain customer trust.
• Process Improvement: Identify ways to reduce repeat issues and resolution time.
• Case Quality: Maintain accurate documentation and meet quality standards.

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• 3+ years of payments experience in support, payment processing, or a related role.
• STAX Payments experience is required.
• Experience in resolving complex payment, technical issues and escalations.
• Strong customer communication, de-escalation, and problem-solving skills.
• Ability to work independently with urgency, ownership, and accountability.

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $24 - $28/hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.