Hybrid Technical Support Representative I

at Aspire Software

• Job title: Technical Support Representative I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Ray
• Location requirements: Hybrid, San Diego, United States

About the role

• Technical Support Representative providing exceptional client support for TDO Software's dental software. Facilitating customer satisfaction through timely and accurate service support and issue resolution.

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.

Requirements

• 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.

Benefits

• Comprehensive Benefits & Perks: Health, dental, vision, paid time off, and more.