Planet DDS, Inc.
Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.
Systems Administrator (Zendesk Support)
Job Duties
Configure and maintain Zendesk Support, Guide, Chat, Talk, and related integrations. Manage users, roles, groups, triggers, automations, macros, SLAs, and workflows. Implement and maintain system security, permissions, and compliance controls. Monitor system performance and proactively troubleshoot technical issues. Partner with business stakeholders to design efficient workflows that improve agent productivity and customer experience. Build and maintain reporting dashboards to track KPIs, SLAs, and support trends. Identify opportunities for automation, self-service, and AI-driven efficiencies. Serve as the first point of contact for Zendesk-related issues, requests, and enhancements. Provide training and documentation for agents, team leads, and managers. Collaborate with IT and other teams to ensure system integrations (e.g., CRM, phone systems, knowledge base, analytics tools) are seamless and reliable. Partner with vendors and external consultants for escalated issues or new implementations. Support change management efforts when rolling out new features or processes. Participate in audits, data cleanup, and system upgrades. Skills/Qualifications
2-4 years of experience as a Zendesk Administrator or similar systems admin role. Strong knowledge of Zendesk platform capabilities (Support, Guide, Talk, Explore). Hands-on experience configuring automations, triggers, workflows, and APIs. Proficiency with reporting and dashboarding in Zendesk Explore or equivalent. Strong troubleshooting, problem-solving, and documentation skills. Preferred
Experience with integrations between Zendesk and CRM systems (e.g., Salesforce, HubSpot) or communication platforms (e.g., Slack, Teams, VOIP). Familiarity with data analysis, SQL, or BI tools. Zendesk Administrator certification. Exposure to ITIL, ticketing best practices, or customer success operations. 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 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 Planet DDS is an Equal Opportunity Employer – Including Disability/Veterans
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Job Duties
Configure and maintain Zendesk Support, Guide, Chat, Talk, and related integrations. Manage users, roles, groups, triggers, automations, macros, SLAs, and workflows. Implement and maintain system security, permissions, and compliance controls. Monitor system performance and proactively troubleshoot technical issues. Partner with business stakeholders to design efficient workflows that improve agent productivity and customer experience. Build and maintain reporting dashboards to track KPIs, SLAs, and support trends. Identify opportunities for automation, self-service, and AI-driven efficiencies. Serve as the first point of contact for Zendesk-related issues, requests, and enhancements. Provide training and documentation for agents, team leads, and managers. Collaborate with IT and other teams to ensure system integrations (e.g., CRM, phone systems, knowledge base, analytics tools) are seamless and reliable. Partner with vendors and external consultants for escalated issues or new implementations. Support change management efforts when rolling out new features or processes. Participate in audits, data cleanup, and system upgrades. Skills/Qualifications
2-4 years of experience as a Zendesk Administrator or similar systems admin role. Strong knowledge of Zendesk platform capabilities (Support, Guide, Talk, Explore). Hands-on experience configuring automations, triggers, workflows, and APIs. Proficiency with reporting and dashboarding in Zendesk Explore or equivalent. Strong troubleshooting, problem-solving, and documentation skills. Preferred
Experience with integrations between Zendesk and CRM systems (e.g., Salesforce, HubSpot) or communication platforms (e.g., Slack, Teams, VOIP). Familiarity with data analysis, SQL, or BI tools. Zendesk Administrator certification. Exposure to ITIL, ticketing best practices, or customer success operations. 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 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 Planet DDS is an Equal Opportunity Employer – Including Disability/Veterans
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