Product Support Representative

Job Description

Job Description

Salary :

Founded in 2013, PlanitarInc. is the maker ofiGUIDE, a proprietary camera and software platform for capturing and deliveringaccuratefloorplans, immersive 3D virtualtoursand extensive property data.

iGUIDEis the most efficient system to map interior spaces and featuresaccuratefloor plans, measurements, and reliable property square footage. By integrating floor plans and visual data,iGUIDEprovides an intuitive and practical way to navigate and explore built environments digitally.

Visitgoiguidefor more information.

Whatyou'lldo

As a highly motivated and proactive Product SupportRepresentative, you will be an integral part of our Technical Support team. Your primary mission will be to ensure our customers' success and satisfaction through our Help Desk system and phone calls (inbound and outbound).

Werebuilding a customer-centric culture withinPlanitarInc., anditsimportant that every interaction with a customer adds value and contributes to our overall revenueobjectives.Asa strongsupportmember,youllbring a deep understanding of our systems, and the ability to interpret,decipherand address customer issues & requests.

In this role, you will :

Customer Support and Experience

• Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
• Maintainhigh levelsof customer satisfaction through attentive, personalized, and empathetic support.
• Develop a deep understanding ofiGUIDEproducts to educate customers on best practices andoptimizetheir usage.
• Identifyopportunities to increase customer usage and promote the adoption ofadditionalproducts or services.
• Assistwith customer onboarding and training sessions, including webinars and product demonstrations.
• Alwaysmaintainprofessionalism, courteousness, friendliness, and a sense of empathy.
• Perform advanced troubleshooting by replicating customer issues, analyzing logs, reviewing data, and using internal tools.
• Support hardware-related processes such as device setup, connectivity troubleshooting, and firmware updates.
• Prioritize workload effectively based on urgency, customer impact, and service-level expectations.

Cross-Functional Collaboration

Process Improvement and Performance

Qualifications :

The Process :

Planitaris anequalopportunityemployer and values diversity in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

We thank all applicants for theirinterest,howeveronly those selected for an interview will be contacted.