Customer Support Technician II

Planet DDS; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) and 401(k) match

Life and AD&D insurance

Employee Well-Being program

Job summary

Planet DDS is seeking a Customer Support Technician II for a hybrid position in Atlanta, GA, where the successful candidate will ensure an exceptional customer experience by providing advanced technical support and resolving complex issues. A Bachelor's degree or equivalent experience and 2-4 years of product support experience are required.

This role involves troubleshooting product issues, documenting solutions, mentoring junior staff, and collaborating with teams to improve product quality and support processes. Comprehensive benefits including medical coverage and 401(k) match are offered.

Qualifications

• 2-4 years of relevant experience in technical product support.
• Ability to work independently on moderate issues and contribute to team problem-solving.
• Excellent written and verbal communication skills.

Responsibilities

• Provide support to customers via phone, email, and chat.
• Troubleshoot and resolve technical issues related to company products.
• Contribute to the creation and maintenance of a knowledge base.

Skills

Technical product support experience

Troubleshooting and problem-solving

Communication skills

Customer-focused accountability

Education

Bachelor's degree in a relevant field or equivalent work experience

Tools

Support tools and software

Job description

Overview

This is a hybrid position working 2-3x per week in our Atlanta, GA office (115 Perimeter Center Pl., 30346)

We are seeking a Customer Support Technician II 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 provide technical support for moderate‑complexity issues, serve as an escalation point for junior team members, and contribute to documentation and process improvement.

Job Duties

• 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.

Skills and Qualifications

• 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

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.