Technical Support Representative I

• 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.

• 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.

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

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