• Knowledge Base Management:
  • Develop and maintain a comprehensive knowledge base comprising articles, FAQs, troubleshooting guides, and other resources to support customer service representatives.
  • Regularly review and update existing content to ensure accuracy, relevance, and completeness.
  • Implement tagging and categorization systems to facilitate easy navigation and retrieval of information.
• Content Creation and Documentation:
  • Create clear, concise, and user-friendly documentation for internal and external stakeholders.
  • Work closely with subject matter experts to gather information and insights for creating new knowledge base content.
  • Standardize documentation formats and templates to maintain consistency across all materials.
• Continuous Improvement:
  • Analyze customer support metrics and feedback to identify knowledge gaps and areas for improvement.
  • Proactively identify opportunities to enhance the efficiency and effectiveness of knowledge management processes.
  • Collaborate with cross-functional teams to implement best practices and drive continuous improvement initiatives.
• Training and Onboarding:
  • Develop training materials and resources to onboard new customer support representatives on knowledge management systems and processes.
  • Conduct training sessions and workshops to educate team members on utilizing the knowledge base effectively.
• Quality Assurance:
  • Perform regular audits and quality checks on knowledge base content to ensure accuracy, consistency, and relevance.
  • Implement measures to monitor and maintain the quality of information available to customer support representatives.

• Bachelor's degree in Business Administration, Information Science, Communication, or related field.
• 5-7 years of proven experience in knowledge management, content creation, or documentation.
• Familiarity with knowledge management platforms and tools (e.g., Zendesk Guide, Salesforce Knowledge, Confluence).
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to interpret data and metrics to drive decision-making.
• Collaborative and team-oriented approach with the ability to work effectively across functional teams.

• Experience working in a customer support or service environment.
• Familiarity with customer relationship management (CRM) systems.
• Certification in knowledge management or related field (e.g., KCS certification).

PLANET DDS CORE IDEOLOGY

Why are we here?

Unleashing dentists and their staff to focus on patient care.

Where are we headed?

In the next 5 years, Planet DDS will remain the leading provider of clous-based technology solutions in North America, expanding to serve more than 25,000 dental practices.

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