Imaging Support Technician

Planet DDS is the leading provider of cloud-enabled dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx XVWeb Digital Imaging, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices in North America.

Technician will be responsible for answering ticket requests from our dental clients who are utilizing our imaging software platforms. User clients may include dentists, office managers, administrators, front office staff, hygienists, and assistants. The users may have questions regarding connectivity and program usage. You will spend most of your time working with clients on the phone to troubleshoot issues with software functionality and dental hardware integration, providing notes in our Zendesk ticketing system that outline the resolution. In addition to providing excellent customer support, your overall goal will be to support and train Planet DDS users to help the company achieve and maintain industry strength in order to accomplish its company goals. More specifically, your key job duties will be to:

• Remotely connect with our dental customers, dentists, assistants, office managers and their IT resource to troubleshoot and resolve software and hardware integration issues with Planet DDS software
• Coordinate within team to manage ticketing queue of requests from customers and partner
• Communicate using VOIP software to expediate root cause analysis and resolution of issues
• Directly install and configure Planet DDS software, and assist customer IT and partners with installation packages
• Contribute to an evolving knowledge base for the benefit of end users and other technicians
• Ensure responsive and comprehensive customer support
• Become proficient in the Apteryx Imaging suite of products via on-the-job training.
• Gain familiarity with Dental Terminology and SOPs pertaining to the tech stack in a Dental Organization
• Troubleshoot technical issues related to software configuration and hardware integration in Dental Imaging Systems
• Ensure that our SLA agreements regarding customer response and issue resolution are satisfied
• Provide feedback on quality of support and communicate new feature requests
• Keep apprised of latest functionality and features of Apteryx Imaging and other PDDS products
• Help develop and document processes to facilitate company growth and reduce friction

Qualified applicants should have the following:

• Previous dental software experience (preferred, not required)
• Previous experience in help desk environments (preferred, not required)
• Have a good understanding of computer hardware drivers and how they work
• Possess patience and good technical troubleshooting skills
• Good communication and writing skills
• Ability to learn quickly
• Be a self-starter
• Be able to work both independently and in a group setting
• Be reliable
• Must be available and willing to work until 8PM EST/5PM PST at least a couple of days a week.
• Have high-speed internet access

This role is hybrid working 1x per week out of our Akron, OH or Atlanta, GA office.

Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Planet DDS Core 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 honesty, 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.

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