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 role will be hybrid (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.
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What We Do
Planet DDS is the leading provider of cloud-based dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx Digital Imaging, 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 in North America.
PDDS Core Ideology
MISSION: Why Are We Here?
Unleashing dentists and their staff to focus on patient care
VISION: Where Are We Headed?
In the next five 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.
Values: 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.
At Planet DDS, We Are:
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 honesty, 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.
