Product Support Representative

1 month 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._

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