Planet DDS ยท 11 hours ago
Customer Support Technician II
United States
Full-time
Remote
Entry, Mid Level
2+ years expPlanet DDS is on a mission to revolutionize dental software with modern, cloud-based technology. The Customer Support Technician II will provide advanced technical support, resolve complex issues, and contribute to process improvements to ensure a positive customer experience.
DentalHealth CareSoftware
Responsibilities
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
Qualification
Required
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
Company
Planet DDS
Planet DDS is the leading provider of cloud-enabled dental practice management and dental imaging software in North America.
201-500 employees
H1B Sponsorship
Planet DDS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$0.2MKey Investors
Aquiline Capital PartnersLevel Equity Management
2022-06-01Private Equity
2019-08-01Private Equity
2019-07-15Debt Financing
Leadership Team
Michael Huffaker
Chief Revenue Officer (CRO)
Recent News
2026-01-06
Company data provided by crunchbase