Job Description:

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, 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.We are seeking a highly skilled and motivated Customer Support Technical Trainer to join our dynamic team. The ideal candidate will be responsible for designing, developing, and delivering comprehensive technical training programs for our customer support staff. This role requires excellent communication and instructional abilities to ensure that our support team is equipped with the knowledge and skills necessary to provide exceptional service to our customers.This is a hybrid role working 2x per week in one of our office locations (Irvine, CA | Phoenix, AZ | Atlanta, GA | Akron, OH)Job DutiesDevelop 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.Skills and Qualifications: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 softwaretechnology 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.