اختصاصي دعم فني

Job description

Role Purpose

The Technical Support Representative I maintains professional, positive relationships with clients by providing product and service support. This role uses knowledge bases and troubleshooting techniques to resolve client questions and issues in a timely, courteous, and effective manner.

• Provide technical support to clients via email, phone, online live support, or other methods
• Field Tier 1 support phone calls, averaging 15–30 calls per day (volume may vary), including calls routed from an AI voice agent
• Quickly diagnose critical and complex issues and escalate to Tier 2/Tier 3 as needed
• Provide accurate information to clients by identifying problems, researching answers, and guiding clients through corrective steps
• Prioritize and complete tasks in a timely fashion, meeting deadlines
• Document detailed, accurate records of customer interactions and account activity in a custom-built ticketing system
• Maintain a professional, courteous, and client-first tone across every interaction

• Fluent English, both written and verbal, with strong phone communication and active-listening skills
• Prior experience in software customer/technical support
• Any background in medical or dental software, practices, or terminology
• Strong ability to learn new software systems, tools, and product knowledge quickly
• Excellent documentation skills — able to record clear, detailed, and accurate ticket notes
• Highly professional demeanor and presentation in all client-facing communication
• Ability to synthesize complex or diverse information and translate it for non-technical end users
• Strong problem-solving skills and sound judgment on when to resolve versus escalate an issue
• Comfortable working a schedule aligned to U.S. business hours
• Reliable home office setup with a stable internet connection, suitable for handling live client calls and chats

• Direct experience supporting medical or dental practice management software
• Experience working with a custom-built or proprietary ticketing system
• Experience collaborating with or handling escalations from an AI voice agent or automated call-routing system

• Strong understanding of the organization's products and services
• Synthesizes complex or diverse information
• Identifies and resolves problems in a timely manner
• Understands that “Techie” and “End User” speak different languages
• Responds promptly to customer needs
• Strong phone skills and active listening