Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices.

As a Customer Support Technician, you will play a key role in ensuring a positive customer experience by providing advanced technical support and resolving complex issues. This position requires excellent problem-solving skills, and the ability to communicate technical informaion in a clear and concise manner. The Customer Support Technician will also contribute to knowledge base documentation and collaborate with other departments.
This is a hybrid role working 2x per week in one of our office locations (Irvine, CA | Phoenix, AZ | Atlanta, GA | Akron, OH)

Job Duties

• 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. 

• 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. 

• 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. 

• 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 

• 1-2 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. 

• Proven ability to lead and mentor a team. 

• Strong interpersonal skills and the ability to work collaboratively. 

Nice to have: 

• Prior experience with Planet DDS software (Denticon, Apteryx, Cloud 9 and/or Legwork) 

• Dental industry background

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 cloud-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

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