Customer Support Specialist

2 weeks ago

Atlanta, Georgia, United States Planet Full time
About Us

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. Our mission is to unleash dentists and their staff to focus on patient care.

Job Summary

We are seeking a highly motivated and customer-focused Customer Support Technician to join our team. As a key member of our support team, you will be responsible for engaging with customers, addressing their needs, and ensuring a positive experience from start to finish.

Key Responsibilities
  • Customer Engagement: Greet and assist customers with enthusiasm, empathy, and professionalism, providing solutions to basic inquiries and ensuring a positive experience.
  • 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 issues 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, and share tips and best practices to enhance the customer experience by contributing to our Knowledgebase.
Requirements
  • 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.
Qualifications
  • 1-2 years of relevant experience in customer support or a 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 Have
  • Prior experience with Planet DDS software (Denticon, Apteryx, Cloud 9 and/or Legwork).
  • Dental industry background.
  • Experience with Zendesk.
About Our Core Ideology

We believe in unleashing dentists and their staff to focus on patient care. Our core ideology is built on four key values: Collaborative, Empathetic, Accountable, and Trustworthy. We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders.

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