Technical Support Representative I

Valsoft Corporation; San Diego (CA); Hybrid; USD 63,038,976 - 71,635,200; Full time

Job summary

TDO Software, part of Fluent Software Group, seeks an entry-level Technical Support Representative I to assist endodontic practices in using our imaging and practice management platform from San Diego. You will be the first point of contact for customers needing technical assistance, guiding them through questions and troubleshooting while providing a professional support experience.

This hybrid role handles Tier 1 support via phone, email, and live chat, addressing 15–30 calls daily and

Qualifications

• A high school diploma, GED, or equivalent education.
• Strong customer service skills and active listening.
• Ability to troubleshoot problems and identify practical solutions.
• Clear written and verbal communication to explain technical concepts.
• Strong organization and time-management skills.
• Comfort using Microsoft Windows, Word, and Excel.
• Ability to learn new software and basic computer troubleshooting.
• Typing speed of approximately 40 words per minute.
• Commitment to confidentiality and HIPAA requirements.

Responsibilities

• Provide Tier 1 technical support to customers by phone, email, live support, and other channels.
• Respond to around 15–30 customer calls per day, depending on volume.
• Guide customers through troubleshooting steps and explain technical information clearly.
• Diagnose software and imaging issues and perform basic checks to identify problems.
• Document interactions and outcomes in the ticketing system and manage tickets by priority.
• Develop product knowledge and suggest updates to internal knowledge base.

Skills

Customer service

Active listening

Problem solving

Verbal communication

Written communication

Time management

Windows OS

Microsoft Word

Microsoft Excel

Typing 40 wpm

Education

High school diploma or GED

Tools

Windows-based applications

Job description

About TDO Software

TDO Software provides practice management and imaging solutions designed specifically for endodontic practices. Our software helps dental professionals manage clinical workflows, patient records, imaging, prescriptions, and day-to-day operations through one connected platform.

TDO Software is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.

The Opportunity: Technical Support Representative I

We are looking for an entry-level Technical Support Representative to help endodontic practices use TDO’s software effectively. You will be the first point of contact for customers who need technical assistance, guiding them through questions and troubleshooting issues while providing a professional and positive support experience.

Location: San Diego, CA (hybrid)

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

What You’ll Own

Customer Support

• 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.

Technical Troubleshooting

• 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.

Ticket Management and Product Knowledge

• 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.

What We’re Looking For

• 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.

Strongly Preferred

• 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.

Why TDO Software?

• Join a small team where your contributions are visible and directly influence the customer experience.
• Build strong product knowledge by working closely with experienced colleagues and end users.
• Support a well-established software platform trusted by dental professionals.
• Grow your technical and customer service skills in a stable company with long-term industry experience.

Join Us

Join TDO Software and help endodontic professionals get the reliable, knowledgeable support they need to use their technology with confidence.

We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.