Customer Support Technician I

Position Overview

Planet DDS is a leading provider of cloud‐based solutions that empower 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. We are seeking a Customer Support Technician I who will ensure a positive customer experience by providing advanced technical support, resolving complex issues, mentoring junior technicians, contributing to knowledge base documentation, and collaborating with other departments. This is a hybrid role (2–3 days per week) at our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346). Working Hours: Monday to Friday, 8:00 AM – 5:00 PM Eastern Time.

Compensation: 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 is an Equal Opportunity Employer – including Disability/Veterans.

Key Responsibilities

• Provide technical support to customers via 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 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 departments such as product development and quality assurance to provide feedback and contribute to product improvement.

Required Qualifications

• 0 - 2+ years of relevant experience in technical support or a 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.
• Ability to acquire a 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.

Benefits & Perks

• 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