Hybrid Customer Solutions Support Specialist

Planitar Inc.; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

12% Superannuation

Hybrid work environment

Growth opportunities

Global backing by REA Group

Job summary

Planitar Inc. in Melbourne, Australia, is seeking a customer-focused technical support specialist to help iGUIDE customers with hardware, capture and Portal workflows. You will troubleshoot issues, guide onboarding, and support training while collaborating with product and engineering to improve the platform.

The role emphasizes clear communication, problem solving, and reliable, proactive customer care as part of a growing property-tech team.

Qualifications

• Patient, clear communicator who can explain technical concepts in plain language
• Customer-focused and genuinely motivated to help people solve problems
• Detail-oriented and organized, able to manage multiple support cases at once
• Curious and quick to learn new hardware and software systems
• Self-starter who takes ownership and follows through
• Naturally collaborative and team-oriented
• Accountable; you make commitments thoughtfully and deliver on them

Responsibilities

• Serve as a front-line point of contact for customer support requests, responding promptly by phone, email, and ticketing system.
• Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage.
• Escalate complex or unresolved issues to the Solutions Engineering or Product/Engineering teams with clear documentation.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles so customers can self-serve on common issues.
• Support new customers through onboarding, helping them get set up on the hardware, software, and Portal.
• Assist in delivering training sessions (virtual and onsite) alongside the Solutions Engineering team.
• Help maintain and refine training materials — manuals, videos, and tutorials — for different user levels.
• Guide customers on data upload, data management, and best practices for using the Portal efficiently.
• Monitor open support cases to ensure timely follow-up and resolution, keeping customers informed throughout.
• Track recurring issues, common questions, and feature requests, and share these insights with Product and Engineering.
• Partner with Solutions Engineering and Sales teams to understand customer context and ensure a consistent, informed support experience.
• Build and maintain a strong understanding of the end-to-end iGUIDE solution — hardware, capture process, Stitch and processing, and Portal management.
• Stay current on product updates and new features to provide accurate, up-to-date guidance.
• Contribute to internal documentation so knowledge is captured and shared across the team.
• Work closely with Solutions Engineers on more complex customer trials or escalations.
• Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes.
• Collaborate with Marketing on support-facing content such as FAQs and how-to guides.

Job description

Planitar Inc. in Melbourne, Australia, is seeking a customer-focused technical support specialist to help iGUIDE customers with hardware, capture and Portal workflows. You will troubleshoot issues, guide onboarding, and support training while collaborating with product and engineering to improve the platform.

The role emphasizes clear communication, problem solving, and reliable, proactive customer care as part of a growing property-tech team.