Product Support Representative

Founded in 2013, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floor plans, immersive 3D virtual tours and extensive property data.

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What you'll do:

As a highly motivated and proactive Product Support Representative, 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).

We’re building a customer-centric culture within Planitar Inc., and it’s important that every interaction with a customer adds value and contributes to our overall revenue objectives.

As a strong support member, you’ll bring a deep understanding of our systems, and the ability to interpret, decipher and 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.
• Maintain high levels of customer satisfaction through attentive, personalized, and empathetic support.
• Develop a deep understanding of iGUIDE products to educate customers on best practices and optimize their usage.
• Identify opportunities to increase customer usage and promote the adoption of additional products or services.
• Assist with customer onboarding and training sessions, including webinars and product demonstrations.
• Always maintain professionalism, 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

• Collaborate with Customer Success, Sales, Product Management, Engineering, and Drafting to ensure a cohesive and aligned customer experience.
• Share knowledge with team members and assist in troubleshooting complex cases.
• Participate in team meetings, providing insights, trends, and observations to support continuous improvement.

Process Improvement and Performance

• Contribute to knowledge base articles, FAQs, and other customer-facing documentation.
• Analyze support data to proactively generate new knowledge resources or canned responses.
• Contribute to internal process documentation and support tools as needed.
• Participate in continuous improvement initiatives, including workflow enhancements and updates to SOPs.
• Meet or exceed key support KPIs such as first response time, resolution time, and customer satisfaction.
• Perform other duties or special projects that contribute to team and customer success.

Qualifications:

• High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.
• Proven experience in a Product Support or Technical role within a technology company.
• Ability to quickly analyze issues and determine the best course of action using available resources.
• Sound judgment to escalate issues to senior members within the team.
• Knowledge of help desk management software tools and CRM systems (e.g., Fresh Desk Zendesk, Hub Spot) is preferred.
• Excellent written, oral, and telephone communication skills and the ability to communicate in user-friendly language and build strong relationships with customers.
• Exceptional multi-tasking abilities, prioritization skills, and a strong customer service mindset.
• Self-motivated, proactive, and comfortable working in a fast-paced, dynamic scale-up environment.
• Highly organized with excellent time management skills.
• Passion for technology, including finding and delivering solutions for better customer outcomes.
• Ability to work in the Waterloo office Mon-Fri with hybrid possibilities after probation.
• Ability to be flexible with scheduling to accommodate our Product Support Service hours – Monday to Friday, 8:00 AM to 6:30 PM EST and Saturday, 8:30 AM to 5:00PM EST
• Ability to provide a clean Criminal Record Check and pass requirements for Reliability Status

The Process:

• Initial Pre-Screen Call
• Interview with the Product Support Team Lead & Recruitment Manager
• Technical Capability test is sent to you for completion
• Interview with the Director of Customer Experience

Planitar is an equal opportunity employer 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 their interest, however only those selected for an interview will be contacted.