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Valsoft Corporation · 1 month ago

Technical Support Representative I

San Diego, California, United States

Full-time

Hybrid

New Grad, Entry Level

Valsoft Corporation is a company that acquires and develops 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.

Business DevelopmentSoftware

Growth Opportunities

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 serviceTroubleshootingMicrosoft WindowsMicrosoft Word & ExcelActive listeningConflict resolutionCommunication skills

Required

High school diploma or GED

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

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)

Moderate noise level

Preferred

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

Benefits

Health, dental, vision, paid time off, and more.

Company

Valsoft Corporation

As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy.

Founded in 2015