Customer Support Technician I
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 Our platform replaces clunky, outdated systems with modern, cloud-based, AI-powered technology built to actually work at scale.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.
Overview
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)
Working Hours: Monday to Friday, 8:00 AM – 5:00 PM Eastern Time
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.
Skills and Qualifications
- 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.
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 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.