Placer.ai is hiring a
Support Analyst

Summary

Join Placer.ai as a Support Analyst Level 1 contractor role assisting internal and external customers with platform-related questions via our ticketing system. In this position, you will process and triage incoming tickets and instant messages, set up and deliver submitted tickets, and develop and maintain a professional level of proficiency with Placer's specific systems and technologies.

Requirements

• Excellent English language proficiency in both written and verbal communication
• Strong interpersonal and communication skills for collaboration with diverse groups
• Exceptional critical and independent thinking skills for problem-solving
• Proficient at solving moderately complex issues independently and escalating when needed
• Adaptability in a flexible and dynamic work environment
• Skillful in task prioritization
• Excellent aptitude for following instructions
• Attentive to detail
• Excellent listening skills and the ability to ask appropriate probing questions for comprehensive customer support
• Empathy and a strong commitment to delivering exceptional customer experiences

Responsibilities

• Be the main point of contact for Placer platform inquiries from internal and external customers using Salesforce and Slack
• Proactively handle incoming tickets, responding promptly to customer queries, and escalating unresolved issues to the appropriate teams
• Research and gather information to understand customer issues and process tickets efficiently
• Stay updated with the Placer Analytics Platform and become a product specialist to deliver excellent customer support
• Use technical knowledge and critical thinking skills to troubleshoot and respond to customers quickly and accurately
• Collaborate with our global support team, promoting teamwork and knowledge sharing
• Support Sales and Customer Success Managers to provide assistance and resources related to platform functionality, ensuring customer success and customer satisfaction
• Provide clear instructions for customers to resolve platform-related tasks independently
• Take ownership of investigating and resolving platform issues reported by customers
• Keep management informed about ongoing tasks and projects to maintain transparency and keep stakeholders informed

Benefits

• Competitive salary
• Fully remote