Product Support Representative

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.

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Schedule: Hours vary between 8:00AM-6:30PM (Monday-Saturday hours/week)

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:

• Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
• Maintain high levels of customer satisfaction through attentive and personalized support.
• 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.
• 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.
• Analyze support data to create knowledge-base articles or canned responses proactively.
• Always maintain professionalism, courteousness, friendliness, and a sense of empathy.
• 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.
• 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.
• 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 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 Team Lead
• Interview with the Director of Customer Experience