Product Support Representative

3 weeks ago

Waterloo, Canada iGUIDE Full time

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

iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable property square footage. By integrating floor plans and visual data, iGUIDE provides an intuitive and practical way to navigate and explore built environments digitally.

**What you'll do**

As a highly motivated and proactive Product Support Specialist, 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 Product 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**:

- Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
- Collaborate with internal teams [EM1] to provide a cohesive customer experience.
- Maintain high levels of customer satisfaction through attentive and personalized support.
- Develop a deep understanding of our products to educate customers on best practices and optimize their usage.
- Identify opportunities to increase customer usage and drive the adoption of additional products or services.
- Build and maintain knowledge base articles, FAQs, and other supporting documentation.
- Tag all customer issues appropriately in the portal, escalate severe issues to management, and keep customers updated on progress.
- Analyze support portal data to create knowledge-base articles or canned responses proactively.
- Always maintain professionalism, courteousness, and friendliness.
- Perform other duties as necessary, including special projects that contribute to team and customer success.

**What We Look For**:

- 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.
- Collaborate cross-functionally with internal teams, including Customer Success, Sales, Product Management, Engineering, and Drafting (professional services), to ensure alignment and provide a cohesive customer support experience.
- Knowledge of help desk management software tools and CRM systems
- (e.g., Fresh Desk, HubSpot) 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, delivering solutions, and commitment to delivering exceptional service.
- Ability to work in the Waterloo office Mon-Fri with hybrid possibilities after probation.
- Ability to provide a clean Criminal Record Check and pass requirements for Reliability Status: Protected B.
- Permanent Resident or Citizenship: Required
- Living in Canada for 5+ years: Required

**The Process**:

- Initial Pre-Screen Call
- Technical Capability test is sent to you for completion
- Interview with the Product Support Manager & Recruitment Manager
- Interview with the Director of Customer Experience- We thank all applicants for their interest, however only those selected for an interview will be contacted._

  • Product Support Representative

    4 weeks ago

    Waterloo, Canada iGUIDE Full time

    Founded in 2013, in Kitchener, Ontario, Canada, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floorplans, immersive 3D virtual tours and extensive property data. iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable...

  • Production Support Specialist

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The Opportunity** As a Product Support Specialist, you resolve difficult customer issues...

  • Support Services Representative

    1 month ago

    Waterloo, Ontario, Canada beBee Professionals Full time $30,000 - $45,000

    Customer Service Representative OpportunityWe are seeking a skilled and dedicated Customer Service Representative to provide exceptional service to our customers at beBee Professionals in Waterloo, Canada.Key Responsibilities:Respond to customer inquiries via various channels, ensuring timely and professional resolutions.Provide accurate information about...

  • Support Services Representative

    1 month ago

    Waterloo, Ontario, Canada beBee Professionals Full time $30,000 - $45,000

    Customer Service Representative OpportunityWe are seeking a skilled and dedicated Customer Service Representative to provide exceptional service to our customers at beBee Professionals in Waterloo, Canada.Key Responsibilities:Respond to customer inquiries via various channels, ensuring timely and professional resolutions.Provide accurate information about...

  • Product Support Specialist

    4 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Product Support Specialist (Linux)**: - Req id: 39954- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world,...

  • Product Support Specialist

    6 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Promotional Products Sales Representative

    1 week ago

    Waterloo, Ontario, Canada 4Sight Search Solutions Inc. Full time

    ### Job Title: Promotional Products Inside Sales Representative### Job SummaryWe are seeking a highly motivated and experienced Promotional Products Inside Sales Representative to join our team at 4Sight Search Solutions Inc. The ideal candidate will have a strong background in sales, customer service, and marketing, with a proven track record of success in...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The Opportunity** As an Associate Product Support Specialist, you resolve difficult...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist**: - Req id: 38807- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The...

  • Promotional Products Sales Representative

    1 week ago

    Waterloo, Ontario, Canada 4Sight Search Solutions Inc. Full time

    ### Job Title: Promotional Products Inside Sales Representative### Job SummaryWe are seeking a highly motivated and experienced Promotional Products Inside Sales Representative to join our team at 4Sight Search Solutions Inc. As a key member of our sales team, you will be responsible for servicing large international clients, monitoring demand, and analyzing...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist**: - Req id: 37899- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. Be part of a...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. Be part of a Canadian success story! From its innovative start as a research project by...

  • Promotional Products Sales Representative

    4 weeks ago

    Waterloo, Ontario, Canada 4Sight Search Solutions Inc. Full time

    Job Title: Promotional Products Inside Sales RepresentativeWe are seeking a highly motivated and results-driven Promotional Products Inside Sales Representative to join our team. As a key member of our sales team, you will be responsible for building and maintaining relationships with our clients, identifying new business opportunities, and driving sales...

  • Promotional Products Sales Representative

    4 weeks ago

    Waterloo, Ontario, Canada 4Sight Search Solutions Inc. Full time

    Job Title: Promotional Products Inside Sales RepresentativeWe are seeking a highly motivated and results-driven Promotional Products Inside Sales Representative to join our team. As a key member of our sales team, you will be responsible for building and maintaining relationships with our clients, identifying new business opportunities, and driving sales...

  • Billing Support Representative

    2 weeks ago

    Waterloo, Ontario, Canada Definity Full time

    Job SummaryThe Billing Support Representative plays a critical role in handling Agency Bill and commission inquiries from brokers, while managing an assigned Agency Bill broker portfolio. This position requires strong communication and problem-solving skills to provide a consistent customer experience.Key ResponsibilitiesManage Agency Bill business,...

  • Associate Product Support Specialist

    4 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist (Webroot)**: - Req id: 39148- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Technical Customer Support Representative

    5 months ago

    Waterloo, Canada RideCo Full time

    **Role Summary**: This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation. You’ll join a rapidly growing client success team. As a Technical...

  • Associate Product Support Specialist

    4 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist (Linux)**: - Req id: 39985- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in...

  • Associate Product Support Specialist

    6 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...