Support Analyst Level 1

ABOUT PLACER.AI:

Placer.ai is a fast-growing big data startup led by seasoned executives and repeat entrepreneurs who are building the world's first "Google Analytics for the physical world." Placer.ai's platform provides instant visibility into any property in the U.S., presenting accurate details about visitation patterns and demographic breakdowns of visitors. Placer.ai's customers can see where visitors have been before, where they go afterwards, where they typically go for sports, entertainment, groceries, etc., and what their interests are. Placer.ai's A.I.-based SaaS platform replaces archaic solutions such as manual surveys, installed cameras and other people-counting systems, creating a blue ocean market of more than $100B.

Placer.ai has grown 3x year-over-year for the past 3 years, counting more than 1000 paying customers across a range of industries, including 2 of the world's top-10 retailers, 2 of the top-10 CPG firms worldwide, a world's top hospitality firm, 2 of the world's top-10 commercial real estate (CRE) firms and 2 of the world's top multinational asset managers and hedge funds. Placer.ai has just raised $100M for Unicorn ($1B+) valuation in Series C funding.

SUMMARY:

The Support Specialist will assist Placer's 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. This is a remote contractor position available anywhere in Latin America.

RESPONSIBILITIES:

• Act as the initial point of contact for all platform related concerns from internal and external customers seeking support through the ZenDesk ticketing system or Slack.
• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
• Research and gather additional information for incoming requests and determine how to process the ticket based on the issue and details provided by customers.
• Follow-up, prioritize, manage, and deliver requests that are in progress or completed.
• Become a product specialist of the Placer Analytics Platform, including keeping up with new releases.
• Log bugs and enhancement requests.
• Work within GIS Systems to map and deliver customers' requests.
• Utilize basic to intermediate technical knowledge to troubleshoot incoming issues and provide a first response to customers.
• Interact with a global support team.
• Support Sales and Customer Managers to meet their needs in real-time.
• Deliver high priority deliverables the same day.
• Provide customers with step by step written instructions to complete tasks or solve problems within the platform.
• Administer and troubleshoot platform access for both internal and external customers.
• Investigate, diagnose, and recreate platform issues that are reported by the customer.
• Respond and report what you are currently working on with management.

REQUIREMENTS:

• Business fluency in English (spoken and written).
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Attention to detail and ability to problem-solve complex issues with minimal supervision.
• Strong troubleshooting and critical thinking skills.
• Ability to work well in a flexible and dynamic work environment.
• Ability to prioritize tasks.
• Excellent ability to follow written and verbal instructions.
• Attention to detail.
• Outstanding listening and questioning skills.
• Master of context switching.
• Excellent customer service skills.

EDUCATION/EXPERIENCE REQUIRED:

• High school diploma; at least 1 year of experience directly related to the duties and responsibilities specified.

PHYSICAL DEMANDS:

• No or very limited physical effort required.
• Work is normally performed in a typical interior/office work environment.

WHY JOIN PLACER.AI?

• Join a rocketship! We are pioneers of a new market that we are creating.
• Take a central and critical role at Placer.ai.
• Work with, and learn from, top-notch talent.
• Competitive salary.
• Excellent benefits.
• Fully remote.

NOTEWORTHY LINKS TO LEARN MORE ABOUT PLACER

• Placer.ai in a nutshell
• Placer.ai's recent $100M round C funding (unicorn valuation!)
• Placer.ai's data
• Placer.ai in the news
• COVID-19 Economic Recovery Dashboard

Placer.ai is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Placer.ai's applicants are considered solely based on their qualifications, without regard to an applicant's disability or need for accommodation. Any Placer.ai applicant who requires reasonable accommodations during the application process should contact Placer.ai's Human Resources Department to make the need for an accommodation known.