Customer Support Technician II

About Planet DDS

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 Our platform replaces clunky, outdated systems with modern, cloud-based, AI-powered technology built to actually work at scale.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.

To learn more, visit: Planet DDS.


*This is a hybrid position working 2-3x per week in our Atlanta, GA office (115 Perimeter Center Pl., 30346)

Overview

We are seeking a Customer Support Technician II 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 provide technical support for moderate-complexity issues, serve as an escalation point for junior team members, and contribute to documentation and process improvement.

Job Duties

• Provide support to customers via various channels, including phone, email, and chat, resolving moderately complex product or service issues.
• Troubleshoot and resolve technical issues related to the company's products or services.
• 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.
• Provide informal guidance and mentorship to junior technicians.
• Escalate high-complexity issues appropriately while maintaining ownership through resolution.

Skills and Qualifications

• 2-4 years of relevant experience in technical product support 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.
• 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

Benefits:

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or Vacation
• Sick Time
• Employee Well-Being program
• 11 paid holidays
• Volunteer Time Off
• Employee Referral program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. This position is also eligible for variable pay as part of the total compensation package.

PLANET DDS CORE IDEOLOGY :

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

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.


JOB CODE: 440