Customer Support Tech II

Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.

As a Customer Support Technician II, you will play a key role in ensuring a positive customer experience by providing advanced technical support and resolving complex issues. This position requires a deep understanding of the company's products or services, excellent problem-solving skills, and the ability to communicate technical information in a clear and concise manner. The Customer Support Technician II will also mentor and assist junior support technicians, contribute to knowledge base documentation, and collaborate with other departments to enhance overall customer satisfaction.

* This is a hybrid role (2-3x per week) in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346)

Job Duties:

Technical Support:

• Provide technical support to customers via various channels, including phone, email, and chat.

• Troubleshoot and resolve technical issues related to the company's products or services.

• Collaborate with other teams to address and resolve customer problems effectively.

Documentation and Knowledge Sharing:

• Contribute to the creation and maintenance of a comprehensive knowledge base.

• Document common issues, resolutions, and best practices for internal and external use.

• Share insights and findings with the team to enhance overall technical support capabilities.

Customer Communication:

• Communicate technical information in a clear and understandable manner to non-technical customers.

• Ensure timely and accurate updates to customers regarding the status of their technical issues.

• Identify and address customer concerns, ensuring a positive customer experience.

Continuous Improvement:

• Proactively identify opportunities to improve processes and enhance the overall customer support experience.

• Collaborate with other departments, including product development and quality assurance, to provide feedback and contribute to product improvement.

Skills and Qualifications:

• 2-4 years of relevant experience in technical support or related field, with a focus on troubleshooting and problems-solving.

• Bachelor's degree in a relevant field or equivalent work experience.

• Proficient in using support tools and software.

• Acquire deep understanding of the company's products or services.

• Knowledge of relevant technologies, platforms, and systems.

• Excellent written and verbal communication skills.

• Ability to convey technical information to non-technical customers.

• Strong interpersonal skills and the ability to work collaboratively.

PLANET DDS CORE IDEOLOGY

Mission:

Dental software is broken. We aim to fix it.

Vision:

To be the first choice for growth-minded dental businesses.

How do we get there?

To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:

Collaborative – Working independently and across teams, we create scalable solutions to enable company growth

Empathetic – We are educated on the experience of our customers and feel vested in their success

Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes

Trustworthy – We operate with integrity and honest, making promises we know that we can keep

Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders

An Equal Opportunity Employer – Including Disability/Veterans