Senior Technical Support Specialist - Advanced Issue Resolution

Planet DDS; Atlanta (GA); On-site; USD 65,000 - 85,000; Full time

Job summary

Planet DDS is seeking a Customer Support Technician II to join our rapidly growing team. You will resolve advanced technical issues across our dental software platform and serve as a trusted escalation point for junior staff, while ensuring clear, customer-focused communication.

You will collaborate with product and QA teams, contribute to knowledge base improvements, and mentor peers to uphold high support standards across phone, email, and chat channels.

Qualifications

• 5-7 years of relevant experience in technical support.
• Bachelor’s degree in a relevant field or equivalent work experience.
• Proficient in using support tools and software.
• Ability to communicate technical information clearly to non-technical customers.

Responsibilities

• Independently resolve escalated technical issues of advanced complexity via phone, email, and chat.
• Troubleshoot complex challenges with creative problem solving.
• Own the full resolution lifecycle for advanced customer issues.
• Collaborate with product and QA teams to drive improvements.
• Mentor junior to mid-level technicians and contribute to knowledge base.

Skills

Technical support

Troubleshooting

Communication

Independent work

Mentorship

Education

Bachelor’s degree in a relevant field

Tools

Ticketing systems

Job description

Planet DDS is seeking a Customer Support Technician II to join our rapidly growing team. You will resolve advanced technical issues across our dental software platform and serve as a trusted escalation point for junior staff, while ensuring clear, customer-focused communication.

You will collaborate with product and QA teams, contribute to knowledge base improvements, and mentor peers to uphold high support standards across phone, email, and chat channels.