What are the responsibilities and job description for the Customer Support Technician I position at Planet DDS?
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.
We are seeking a Customer Support Technician I, who 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 will also mentor and assist junior support technicians, contribute to knowledge base documentation, and collaborate with other departments to enhance overall customer satisfaction.
Job Duties
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
We are seeking a Customer Support Technician I, who 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 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
- 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.
- 0 - 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.
- Strong interpersonal skills and the ability to work collaboratively.
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