Customer Support Tech I

Planet Dds • Dunwoody, GA

264d

About The Position

Planet DDS is a leading provider of a platform of cloud-based solutions that empowers 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. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability. As a Customer Support Technician at Planet DDS, you'll be at the heart of our mission to provide top-notch service and support. Your role will be to engage with our customers, address their needs across multiple product lines, and ensure that every experience with us is a delightful one. This role will be hybrid (3x per week) onsite in our Atlanta, GA office.

Requirements

• 1-2 years of relevant experience in customer support or related field, with a focus on troubleshooting and problem-solving.
• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• Proficient in using support tools and software.
• Demonstrated ability to rapidly learn new concepts and ideas.
• Proven ability to ask critical, insightful questions and probe for information to facilitate 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.

Nice To Haves

• Prior experience with Planet DDS software (Denticon, Apteryx, Cloud 9 and/or Legwork).
• Dental industry background.
• Experience with Zendesk.

Responsibilities

• Greet and assist customers with enthusiasm, empathy, and professionalism.
• Provide solutions to basic inquiries and ensure a positive experience from start to finish.
• Actively listen to customer concerns, use problem-solving skills to resolve issues efficiently and effectively.
• Gather the appropriate information needed to triage more complex issues to senior members of the team.
• Work closely with team members to share knowledge, support each other, and create a collaborative and high-energy work environment.
• Stay up-to-date with products and services to provide accurate information and guidance.
• Share tips and best practices to enhance the customer experience by contributing to the Knowledgebase.

What This Job Offers

• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: High school or GED