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Planet DDS Logo Planet DDS · Customer Service

Customer Support Technician II

United States, Atlanta 24.00 - 29.00 USD / Hour · Job Posted January 22, 2026
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Job Description

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 Responsibility

  • 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

Requirements

  • 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

What we offer

  • 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
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