Technical Support Representative I

About the role

We are seeking an entry-level Technical Support Representative to assist endodontic practices in utilizing TDO’s software effectively. This role involves providing technical support via phone, email, live support, and other channels, diagnosing and resolving software, computer performance, imaging, and other technical issues, and helping dental practices enhance their X-ray imaging.

Responsibilities

• Provide Tier 1 technical support to customers by phone, email, live support, and other available channels.
• Respond to approximately 15–30 customer calls per day, depending on support volume.
• Listen carefully to customer concerns, identify the issue, research possible solutions, and guide the customer through the appropriate steps.
• Communicate technical information in clear language that customers can easily understand.
• Diagnose software, computer performance, imaging, and other technical issues using internal resources and established troubleshooting methods.
• Complete computer checkouts to identify performance or configuration issues.
• Support customers with electronic prescription installation and setup, including training doctors and office staff on how to use the system.
• Help dental practices improve the quality of their X-ray imaging.
• Escalate critical, complex, or sensitive issues to the appropriate internal team when required.
• Document customer interactions, troubleshooting steps, account information, and outcomes accurately in the ticketing system.
• Prioritize calls, tickets, and assigned work based on urgency and customer impact.
• Build a strong understanding of TDO’s software, services, and common customer workflows.
• Suggest updates and improvements to internal knowledge base content.
• Participate in customer training activities and the Learning Lab during TDO’s annual user meeting, as required.

Requirements

• A high school diploma, GED, or equivalent education.
• Strong customer service skills, including active listening, patience, and professional phone communication.
• The ability to troubleshoot problems, gather relevant information, and identify practical solutions.
• Clear written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Strong organization and time-management skills, with the ability to manage multiple calls and support tickets.
• Comfort using Microsoft Windows, Word, and Excel.
• The ability to learn new software applications, technical processes, and basic computer troubleshooting.
• A typing speed of approximately 40 words per minute.
• The ability to remain calm, respectful, and professional when supporting customers in stressful situations.
• A commitment to maintaining confidentiality and following HIPAA requirements when handling protected health information.

Preferred Experience

• Experience in customer service, technical support, software support, or a medical or dental environment.
• Familiarity with endodontic or dental software.
• Experience installing software or troubleshooting Windows-based computers and applications.

Benefits

Final compensation will be determined based on experience, skills, and location. The salary range for this role is $22 USD–$25 USD per hour.

Pay

$22 USD–$25 USD per hour.

Schedule

Hybrid schedule based in San Diego, CA.

Qualifications

None specified.

Skills

None specified.

Benefits

None specified.

Application Instructions

None specified.