Supervisor, Customer Support

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, Cloud 9 Practice Management (for Orthodontist practices) 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.

The Technical Support Supervisor is responsible for overseeing and managing a team of technical support specialists, ensuring the timely and effective resolution of customer issues. This role involves providing leadership, guidance, and support to the technical support team, as well as collaborating with other departments to improve processes and enhance customer satisfaction.

This role is hybrid working out of our Newport Beach, CA office.

JOB DUTIES 

Team Leadership:

• Lead and motivate a team of technical support specialists.
• Provide coaching, mentoring, and training to team members.
• Conduct performance evaluations and set performance goals.
• Foster a positive and collaborative team culture.
• Track and analyze performance KPI’s (making recommendations on how to improve) – CSAT, utilization.

Customer Issue Resolution:

• Oversee the resolution of technical issues and inquiries from customers.
• Ensure that customer service standards are met or exceeded and cross referencing with QA measures to ensure consistent and excellent customer service on tickets.
• Analyze trends in customer issues and work with the team to implement preventive measures.
• Assist with escalated customer concerns or complaints (using the escalation management process to track: side conversations on tickets).
• Assist team members in resolving complex tickets and assisting with ticket volume/backlog.

Process Improvement:

• Proactively identify opportunities for process improvement within the technical support department (including challenges), as well as training needs within the teams, and communicating to Support Manager.
• Collaborate with other departments to streamline workflows and enhance overall efficiency.
• Implement and monitor best practices for technical support.

Documentation and Reporting:

• Maintain accurate records of customer interactions and technical issues.
• Generate regular reports on key performance metrics.
• Analyze data to identify areas for improvement and make data-driven decisions.

Technical Expertise:

• Stay updated on industry trends, product updates, and technological advancements.
• Provide technical guidance and support to the team.
• Collaborate with product development teams to communicate customer feedback and contribute to product improvements.

Customer Satisfaction:

• Monitor and assess customer satisfaction levels.
• Implement strategies to enhance overall customer experience.
• Address escalated customer issues and ensure resolution.

Team Collaboration:

• Work collaboratively with other departments, such as product development and sales, to improve cross-functional processes.
• Communicate effectively with team members and management

SKILLS AND QUALIFICATIONS

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science) is often preferred.
• 5+ years of experience in technical support or a related field.
• Product Knowledge for associated team to enable ticket resolution
• Strong leadership and management skills.
• Excellent communication and problem-solving abilities.
• Proficiency in using support tools and software.
• Knowledge of relevant technical systems and products.
• Familiarity with customer relationship management (CRM) systems.
• Ability to work well under pressure and handle escalations.
• Certifications in relevant technologies or management (e.g., ITIL, PMP) may be a plus.

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