iGUIDE Customer Solutions Specialist — Hybrid & Growth

REA Group; Richmond Shire; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

12% Superannuation

Hybrid work environment

Annual professional development

Opportunities to grow with REA Group

Backed by a global industry leader

Job summary

Planitar, part of REA Group, seeks a customer-focused Technical Support specialist to help customers navigate the iGUIDE hardware, capture and processing workflow, and Portal. You will resolve issues, assist onboarding and training, and contribute to shared knowledge with product and engineering teams to improve the platform while delivering calm, reliable support.

Based in Melbourne with hybrid work options, you’ll partner with Solutions Engineers and Marketing to create helpful FAQs, guides,

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.

Responsibilities

• Serve as a front-line point of contact for customer support requests via phone, email, and tickets.
• Diagnose and resolve issues related to iGUIDE hardware, capture pipeline, and Portal usage.
• Escalate complex issues with clear documentation to Solutions Engineering or Product/Engineering teams.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles.

Skills

Clear communicator

Customer-focused

Detail-oriented

Curious

Self-starter

Collaborative

Accountable

Tools

iGUIDE hardware

Portal

Job description

Planitar, part of REA Group, seeks a customer-focused Technical Support specialist to help customers navigate the iGUIDE hardware, capture and processing workflow, and Portal. You will resolve issues, assist onboarding and training, and contribute to shared knowledge with product and engineering teams to improve the platform while delivering calm, reliable support.

Based in Melbourne with hybrid work options, you’ll partner with Solutions Engineers and Marketing to create helpful FAQs, guides,