Product Support Specialist

2 weeks ago

Waterloo, Ontario, Canada iGUIDE Full time

i GUIDE Customer Support Role

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

i GUIDE is the most efficient system for mapping interior spaces, featuring accurate floor plans, measurements, and reliable property square footage. By integrating floor plans and visual data, i GUIDE provides an intuitive way to navigate and explore built environments digitally.

As a highly motivated and proactive Product Support Specialist, you will ensure customer success and satisfaction through our Help Desk system and phone calls. You will be an integral part of our Technical Support team, building a customer-centric culture within Planitar Inc.

In this role, you will:

  • Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
  • Collaborate with internal teams 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.

Requirements

  • 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, 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.

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.

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