Customer Support Technical Trainer

• Develop training materials, including presentations, guides, manuals, and multimedia visual aids, to effectively convey technical concepts and procedures.
• Collaborate with subject matter experts to ensure accuracy and relevance of training content.
• Conduct training sessions for new hires, as well as ongoing training for existing support staff, both in-person and remotely.
• Utilize various training methodologies and techniques, such as classroom instruction, workshops, online tutorials, and simulations, to cater to different learning styles and preferences.
• Assess training needs and performance gaps among support team members and tailor training programs accordingly.
• Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, and continuously improve training materials and methodologies based on results.
• Stay updated on industry trends, product updates, and best practices to ensure that training content remains current and relevant.
• Provide technical assistance and support to customer support staff as needed, serving as a resource for complex technical issues.
• Collaborate with other departments, such as product development and customer success, to ensure alignment of training initiatives with organizational goals and objectives.
• Maintain documentation of training activities, including attendance records, training schedules, and training evaluation reports.

• Bachelor’s degree in a relevant field (e.g., Computer Science, Information Technology, Education) or equivalent work experience.
• 5-7 years of proven experience in technical training, preferably in a customer support or software/technology environment.
• Strong understanding of technical concepts, software applications, and troubleshooting methodologies.
• Excellent presentation and communication skills, with the ability to articulate complex ideas in a clear and concise manner.
• Demonstrated ability to develop engaging and effective training materials using various tools and technologies.
• Experience with learning management systems (LMS) and other training delivery platforms.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Previous experience in customer support or technical support roles.
• Certification in training and development (e.g., Certified Professional in Learning and Performance - CPLP).
• Familiarity with instructional design principles and adult learning theories.
• Experience with video editing and multimedia production tools.
• Knowledge of customer relationship management (CRM) systems and help desk software.

PLANET DDS CORE IDEOLOGY

Why are we here?

Unleashing dentists and their staff to focus on patient care.

Where are we headed?

In the next 5 years, Planet DDS will remain the leading provider of clous-based technology solutions in North America, expanding to serve more than 25,000 dental practices.

How do we get there?

To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common 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 honest, 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