Technical Support Representative

Position: Technical Support Representative I

About Valsoft

Valsoft Corporation acquires and develops vertical market software companies through a buy-and-hold strategy. Unlike traditional private equity, we don’t flip companies—we operate them for the long term.

Our decentralized model allows each business to maintain its entrepreneurial spirit while benefiting from shared expertise, technology, and best practices across our portfolio.

About Fluent Software Group

Fluent Software Group is one of Valsoft Corporation’s operating groups, a global leader in acquiring and operating vertical market software companies. Fluent focuses on businesses serving specialized industries, where focus and expertise matter most.

We provide a permanent home for founders and their teams, ensuring their companies continue to thrive while gaining access to resources, technology, and operational playbooks that accelerate sustainable growth.

About the Role

The Technical Support Representative I at TDO Software
, an Endodontic Dental software, plays a key role in delivering exceptional support to clients and maintaining strong customer relationships. This role ensures customer satisfaction by providing timely, accurate, and courteous product and service support. Using internal knowledge bases and proprietary troubleshooting methods, the Technical Support Representative I resolves client issues efficiently while upholding organizational standards and professionalism.

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

Key Responsibilities Technical Support & Customer Interaction

• 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 escalates 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.

Documentation & Ticket Management

• 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.

Internal Collaboration & Contribution

• 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.

Administrative Responsibilities

• 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.

Who You Are Intellectual Competencies

• 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.

Interpersonal Skills

• 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.

Leadership Qualities

• Looks for ways to improve and promote quality.
• Demonstrates accuracy, thoroughness, and openness to collaboration at events like the annual user group meeting.

Organizational Strengths

• 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.

Self-Management

• 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.

Language, Math & Reasoning

• Reads, writes, and comprehends…