Planet
Space
CustomerSupportRepresentative
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“Customer Support Representative at Planet. Skills: Customer Support, Problem-solving, Communication. Triage inbound support requests. Assist with inbound support requests”
What You'll Achieve.
Drive quality and overall customer satisfaction
Industry & Context.
Creative, curious, and proactive problem-solver; Problem solving mechanisms; Troubleshooting and analytical skills
Ability to travel as necessary to client sites
What They're Looking For.
Must Have
Experience working as a customer support representative or similar role, Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience, Experience in handling technical issues with ability to use problem solving mechanisms, Excellent written and verbal communication skills, Ability to maintain a professional demeanor, Ability to work independently, as well as contributing as a team player, Ability to multitask, prioritize, and manage time effectively with attention to detail, Ability to travel as necessary to client sites
Nice to Have
Experience with Zendesk, JIRA, or comparable ticketing systems, Exceptional troubleshooting and analytical skills, Ability to identify issue severity from both a technical and business perspective
What You'll Do.
Triage inbound support requests
Assist with inbound support requests
Handle administrative issues
Assign technical issues
Provide support to customers
Meet/exceed key performance indicators
Oversee triage and dispatching
Provide assistance for administrative requests
Build relationships with partner teams
Participate in projects
How You'll Work.
Team & Collaboration
Build excellent relationships with partner teams including engineering, customer success, sales, and product management; Collaborative environment
Communication Scope
Excellent written and verbal communication skills
Full Job Description
Welcome to Planet. We believe in using space to help life on Earth. Planet designs, builds, and operates the largest constellation of imaging satellites in history. This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one. Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world’s toughest obstacles. As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains. We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world. Planet is a global company with employees working remotely world wide and joining us from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands. About the Role: The Customer Support Representative will be responsible for triaging and assisting with inbound support requests, including ticket assignments and handovers, for Planet customers, partners, and field teams. This includes handling administrative issues and assigning technical issues to the appropriate Technical Support Engineer. The ideal candidate will be a creative, curious, and proactive problem-solver that 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 requires excellent interpersonal skills. This is a full-time, hybrid role which will require you to work from our Berlin office 3 days per week. Impact
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