Customer Support Technician III

Customer Support Technician II

We're on a mission to fix dental software - and we're not playing small. Our platform replaces clunky, outdated systems with modern, cloud-based, AI-powered technology built to actually work at scale. From practice management to imaging to revenue cycle automation, we're tearing down the old infrastructure and rebuilding the future of dentistry. Planet DDS is the fastest-growing provider of dental practice management solutions and the #1 cloud platform for DSOs and multi-location groups.

Here, you won't just join a team - you'll join a movement. We want bold thinkers who are ambitious enough to push limits, empathetic enough to work as one, and accountable enough to own big outcomes. Trust is our currency, collaboration is our edge, and impact is our fuel. If you're ready to grow fast, challenge the status quo, and help reinvent an entire industry; Planet DDS is where you belong.

The Customer Support Technician II 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 provide technical support for complex issues, serve as an escalation point for junior team members, and contribute to documentation and process improvement.

Key Responsibilities:

• Independently resolve escalated technical issues of advanced complexity across our product suite via phone, email, and chat.
• Apply specialty knowledge to troubleshoot complex technical challenges, often requiring creative problem-solving.
• Maintain accountability for the full resolution lifecycle of advanced customer issues.
• Collaborate with other teams to address and resolve customer problems effectively.
• Contribute significantly to internal knowledge base documentation, best practices, and customer-facing help content.
• Demonstrate both depth and breadth of knowledge in key technical areas and adapt to new systems rapidly.
• Share insights with peers and leadership that inform the improvement of product usability and support processes.
• Communicate highly 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.
• Build trust with clients through consistent professionalism and deep technical support knowledge.
• Proactively identify opportunities to improve processes and enhance the overall customer support experience.
• Lead projects of moderate scope and help evolve internal standards and processes.
• Serve as a mentor and subject matter expert for junior and mid-level technicians.
• Collaborate with other departments, including product development and quality assurance, to provide feedback and contribute to product improvement.
• Escalate high-complexity issues appropriately while maintaining ownership through resolution.

Required Skills and Abilities:

• 5-7 years of relevant experience in technical support or related field, with a focus on troubleshooting and problem-solving.
• Bachelor's degree in a relevant field or equivalent work experience.
• Proficient in using support tools and software.
• Proven ability to work independently on well-defined tasks and manage complex assignments efficiently.
• Acquire a deep understanding of the company's products or services.
• Moderate to advanced knowledge of relevant technologies, platforms, and systems.
• Solid problem-solving skills with a methodical and analytical mindset.
• Ability to work independently on moderate issues and contribute to team problem-solving.
• Excellent written and verbal communication skills.
• Ability to convey technical information to non-technical customers.
• Strong interpersonal skills and the ability to work collaboratively.
• Customer-focused with a strong sense of accountability and teamwork.
• Strong organizational and time management skills; self-directed and highly accountable.
• A demonstrated history of supporting process improvement and cross-functional collaboration.

Physical Requirements:

• Required to sit for prolonged periods of time

Planet DDS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.