Customer Solutions Specialist – Hybrid, iGUIDE Support

REA Group Ltd.; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

12% Superannuation

Hybrid work environment

Growth opportunities

Backed by REA Group

Job summary

Planitar, part of REA Group, is seeking a Customer Solutions Support Specialist to assist iGUIDE customers with hardware, capture, processing, and Portal usage. This hybrid role focuses on fast, clear support and resolving issues to help customers succeed with the platform.

The role involves onboarding, training, and creating helpful materials while collaborating with Solutions Engineers, Product, and Marketing to improve the customer experience.

Qualifications

• Experience in technical customer support and issue resolution.
• Ability to onboard new customers to hardware and software.
• Clear, patient communication with stakeholders.
• Strong documentation and knowledge-base contributions.

Responsibilities

• Serve as front-line contact for support via phone, email, and ticketing.
• Diagnose and resolve iGUIDE hardware and Portal issues.
• Escalate complex cases with clear documentation.
• Create and maintain troubleshooting guides and FAQs.
• Assist onboarding and training of new customers.
• Gather feedback to inform product and engineering teams.

Skills

Customer support

Troubleshooting

Onboarding

Training

Communication

Documentation

Tools

iGUIDE ecosystem

Portal

Knowledge base

Job description

Planitar, part of REA Group, is seeking a Customer Solutions Support Specialist to assist iGUIDE customers with hardware, capture, processing, and Portal usage. This hybrid role focuses on fast, clear support and resolving issues to help customers succeed with the platform.

The role involves onboarding, training, and creating helpful materials while collaborating with Solutions Engineers, Product, and Marketing to improve the customer experience.