Job details

Technical Support Representative - TDO

Overview:

Sonendo, Inc. is a medical technology company with a unique mission to lead the transformation of dentistry through Sound Science®. We are currently building a high-performance team with a passion for creativity and innovation that is committed to collaboration and integrity. We believe our success is based on developing disruptive technologies, and we strive to achieve excellence in our products and services by attracting energetic, entrepreneurial individuals who are committed to this vision.

The Technical Support Representative - TDO, is responsible for maintaining a professional and satisfied relationship with clients by providing product and service support. The Technical Support Representative makes use knowledge bases and proprietary troubleshooting techniques to resolve a client’s questions or issues in a timely and cost-effective manner.

Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provides technical support to clients via email, phone, or other methods; does not work on site.
Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
Provide accurate, valid, and complete information by using the correct methods / tools.
Keep records of customer interactions, customer accounts and file documents.
Improves system performance by identifying problems; recommending changes.
Take the extra mile to engage customers.
Works on special projects including product troubleshooting and testing.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Intellectual

Possesses a basic understanding of the organization's products and services.
Synthesizes complex or diverse information.
Identifies and resolves problems in a timely manner.
Gathers and analyzes information skillfully.
Develops alternative solutions.
Uses reason even when dealing with emotional topics.

Interpersonal

Manages difficult or emotional customer situations.
Responds promptly to customer needs.
Strong phone skills and active listening.
Solicits customer feedback to improve service.
Meets commitments.
Focuses on solving conflict, not blaming.
Maintains confidentiality.
Speaks clearly and persuasively in positive or negative situations.
Listens and gets clarification.
Responds well to questions.
Participates in meetings.
Writes clearly and informatively.
Able to read and interpret written information.

Leadership Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness.
Organization

Shows respect and sensitivity to others in the workplace.
Promotes a harassment-free environment.

Treats people with respect. Keeps commitments.

Inspires the trust of others.
Works with integrity and ethically.
Upholds organizational values.
Follows policies and procedures.
Completes administrative tasks correctly and on time.
Supports organization's goals and values.
Understands organization's strengths & weaknesses.

Self Management

Is consistently at work and on time.
Ensures work responsibilities are covered when absent.
Arrives at meetings and appointments on time.
Displays willingness to make decisions.
Exhibits sound and accurate judgment.
Supports and explains reasoning for decisions.
Includes appropriate people in decision-making process.
Makes timely decisions.
Prioritizes and plans work activities.
Plans for additional resources.
Approaches others in a tactful manner.
Demonstrates accuracy and thoroughness.
Applies feedback to improve performance.
Monitors own work to ensure quality.
Meets productivity standards.
Strives to increase productivity.
Works quickly.

Language, Math and Reasoning

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence.
Ability to effectively present information in one on one and small group situations to customers, clients and other employees of the organization.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Qualifications:

EDUCATION, EXPERIENCE, and TRAINING:

High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS:

There are no specific requirements for this position.

COMPUTER SKILLS:

Microsoft Windows
Microsoft Word
Ability to learn new proprietary applications

Physical Requirements:

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit.
While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel.
While performing the duties of this job, the employee is occasionally required to stand or walk.

VISION REQUIREMENTS

Close vision (clear vision at 20 inches or less)

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position works in a quiet work environment.

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

Compensation:

We pay competitively. Base hourly rate range is $22.60 - $30.30. Other paid compensation and benefits may be available.

Additional Information

Sonendo offers a competitive benefits package and a collaborative, motivating work environment where you will be encouraged to innovate continuously; This is a place where you will be encouraged to actively participate, and your ideas can have a direct impact on the success of the organization. If you are interested in applying for this position, please apply online.

No recruiters, please.

Sonendo, Inc. is an Equal Opportunity Employer

Sonendo Glassdoor Company Review

3.5