Technical Support Representative I

Valsoft Corporation • San Diego, CA

19d

About The Position

The Technical Support Representative I at TDO Software, an Endodontic Dental software, plays a key role in delivering exceptional support to clients and maintaining strong customer relationships. This role ensures customer satisfaction by providing timely, accurate, and courteous product and service support. Using internal knowledge bases and proprietary troubleshooting methods, the Technical Support Representative I resolves client issues efficiently while upholding organizational standards and professionalism. Medical/Dental/customer service/software support is strongly desired.

Requirements

• High school diploma or GED.
• Microsoft Windows
• Microsoft Word & Excel
• Gmail and Google Hangouts
• Average typing speed of 40 WPM
• Ability to learn proprietary applications and basic troubleshooting
• Auxiliary software installation
• Ability to build knowledge of TDO software and related services
• Ability to sit or stand while working.
• Frequent use of hands to finger, handle, or feel.
• Occasional standing or walking.
• Close vision (20 inches or less).
• Strong understanding of organizational products and services.
• Ability to synthesize complex information and analyze problems skillfully.
• Uses reason even in emotionally charged situations.
• Recognizes the difference between “Techie” and “End User” communication.
• Responds promptly to customer needs with strong phone and active-listening skills.
• Maintains confidentiality and adheres to HIPAA guidelines.
• Speaks clearly and persuasively in any situation.
• Focuses on conflict resolution rather than blame.
• Seeks and applies customer feedback.
• Looks for ways to improve and promote quality.
• Demonstrates accuracy, thoroughness, and openness to collaboration at events like the annual user group meeting.
• Promotes a respectful, harassment-free workplace.
• Upholds company values with integrity and professionalism.
• Manages calls, tickets, and assignments to meet deadlines and customer needs.
• Understands organizational strengths and weaknesses.
• Arrives consistently and punctually.
• Covers responsibilities when absent.
• Makes timely decisions with sound judgment.
• Works well under pressure and strives to increase productivity.
• Sets and meets personal goals, applies feedback, and monitors work quality.
• Reads, writes, and comprehends instructions, correspondence, and emails effectively.
• Presents information clearly in small-group or one-on-one settings.
• Performs simple math and understands basic financial reports.
• Applies common-sense understanding to written, oral, or diagram-based instructions.

Nice To Haves

• Medical/Dental/customer service/software support is strongly desired.

Responsibilities

• Provide technical support to clients via email, phone, online live support, and other methods.
• Field Tier 1 support calls, averaging 15–30 calls per day depending on volume.
• Diagnose critical or complex issues quickly and escalate when necessary.
• Train offices on improving x-ray imaging quality.
• Provide accurate, timely information by identifying problems, researching solutions, and guiding clients through corrective steps.
• Install and set up electronic prescriptions (eRX) and train doctors and staff on usage.
• Document customer interactions, account details, and files using an online ticketing system.
• Prioritize and manage support tickets to meet deadlines and customer needs.
• Complete computer checkouts to identify performance issues.
• Participate in the Learning Lab at the annual user group meeting.
• Propose improvements for Knowledge Base content.
• Attend meetings and contribute actively.
• Forward emotional or difficult customer situations to the Technical Support Supervisor.
• Accurately record working hours, breaks, lunches, and overtime in the time clock system.
• Submit time-off requests in a timely manner.
• Adhere to all Employee Handbook rules and regulations.

Benefits

• Health, dental, vision, paid time off, and more.
• High Autonomy, High Impact: Operate with independence and drive initiatives across multiple companies.
• Career Growth: Exposure to M&A, integration, and operational excellence within a rapidly expanding investment group.
• Culture of Learning: Strong commitment to professional development and continuous improvement.
• Collaborative, Entrepreneurial Environment: Work with leaders across diverse industries—no two days are the same.
• Employee Events & Team-Building: Engage with colleagues across a global network.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees