As our Customer Support Representative, you will be the frontline for our Technical Support team and play an essential part in delivering a first-rate customer support experience. You will be a high performer, meeting and exceeding monthly goals with enthusiasm. You should be motivated by customer interaction and have a curiosity to learn about our products, processes, and mission.

The CSR is responsible for triaging and assisting with inbound support requests for Planet customers, partners, and field teams. This includes handling all administrative issues, non-customer requests, and the occasional peculiarity. You will also assist the Technical Support Engineers with the dispatch function of inbound customer requests, ticket assignment, and ticket handovers.

The successful candidate will be able to quickly gain an understanding of the Planet organizational structure, internal applications, and standard support processes. This is a customer-facing role in a very collaborative environment and therefore it requires excellent interpersonal skills.

Impact You’ll Own:

Assist our Global Customer Success team with customer-related activities
Assist our Technical Support Engineers with ticket triage and dispatch
Interact with customers and provide requested information
Collaborate with colleagues from other departments to resolve customer related issues
Support internal workflows, prepare documentation, contribute to CSR process improvement
Become familiar with Planet’s products and programs

Proficient in Zendesk and experience with JIRA or comparable ticketing systems
Exceptional written and verbal communication skills
Excellent critical thinking and decision making skills
Highly organized with ability to prioritize tasks
Proven ability to maintain a professional demeanor
Ability to work independently, as well as contributing as a team player
A desire to grow, develop, and take ownership of the role
Willingness to travel as necessary to client sites
Participate in scheduled weekend on-call support as needed

1+ years experience working as a customer support representative or similar role
1+ years experience in handling technical issues with the ability to understand how those issues impact the customer’s business priorities
Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience