What are the responsibilities and job description for the Customer Support Tech I (Evergreen) position at Planet DDS?
- This is an evergreen req to build a pipeline for future openings.
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.
Are you a people person with a flair for solving problems and turning challenges into opportunities? 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.
Key Responsibilities:
- Customer Engagement: Greet and assist customers with enthusiasm, empathy, and professionalism. Provide solutions to basic inquiries and ensure a positive experience from start to finish.
- Problem Solving: Actively listen to customer concerns, use your problem-solving skills to resolve issues efficiently and effectively, and gather the appropriate information needed to triage more complex issue to senior members of the team
- Team Collaboration: Work closely with your team members to share knowledge, support each other, and create a collaborative and high-energy work environment.
- Product Knowledge: Stay up-to-date with our products and services to provide accurate information and guidance. Share tips and best practices to enhance the customer experience by contributing to our Knowledgebase
- Excellent Communication Skills: You’re a natural communicator who can articulate ideas clearly and engage with customers in a friendly and professional manner.
- Positive Attitude: You approach every situation with a can-do attitude and a smile, turning challenges into opportunities to shine.
- Customer-Centric Mindset: You genuinely care about providing exceptional service and going above and beyond to meet customer needs.
- Adaptability: You thrive in a dynamic environment and are quick to adapt to new tools, processes, and changes.
- Team Player: You enjoy working with others and contribute to a supportive and lively team atmosphere.
- 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.
- Prior experience with Planet DDS software (Denticon, Apteryx, Cloud 9 and/or Legwork)
- Dental industry background
- Experience with Zendesk
Why are we here?
Unleashing dentists and their staff to focus on patient care.
Where are we headed?
In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.
How do we get there?
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
An Equal Opportunity Employer – Including Disability/Veterans
