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TDO Software · 2 weeks ago

Technical Support Representative I

San Diego, CA

Full-time

Onsite

New Grad, Entry Level

Valsoft Corporation is a leader in acquiring and operating vertical market software companies. The Technical Support Representative I at TDO Software plays a key role in delivering exceptional support to clients and maintaining strong customer relationships by providing timely and accurate product and service support.

ComputerSoftware

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

Qualification

Technical supportCustomer serviceMicrosoft WindowsMicrosoft Word & ExcelGmailGoogle HangoutsBasic troubleshootingActive listeningConflict resolutionTime managementTeam collaboration