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About the Role

The Customer Support Representative will triage and assist with inbound support requests for Planet customers, partners, and field teams, including administrative issues and assigning technical issues to the appropriate Technical Support Engineer. The ideal candidate is a creative, curious, and proactive problem-solver with excellent interpersonal skills, able to quickly understand Planet's organizational structure, internal applications, and standard support processes.

Responsibilities

Provide support to Planet customers, partners, and field teams via email, phone, chat, or in person.
Meet/exceed key performance indicators to drive quality and overall customer satisfaction.
Oversee triage and dispatching of inbound requests for technical support.
Provide assistance for administrative requests such as password reset, user management, and sales opportunities.
Build excellent relationships with partner teams including engineering, customer success, sales, and product management.
Participate in projects that improve the efficiency, quality, and overall customer experience with Planet products and services.

Requirements

Experience working as a customer support representative or similar role
Experience in handling technical issues with ability to use problem solving mechanisms
Excellent written and verbal communication skills
Ability to maintain a professional demeanor
Ability to work independently, as well as contributing as a team player
Ability to multitask, prioritize, and manage time effectively with attention to detail
Ability to travel as necessary to client sites

Skills

Zendesk
JIRA
Troubleshooting
Analytical skills

Location

Berlin
Remote

Work Type

Full-time
Hybrid

Education Level

Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience

Benefits

Paid time off including vacation, holidays and company-wide days off
Employee Wellness Program
Home Office Reimbursement
Monthly Phone and Internet Reimbursement
Tuition Reimbursement and access to LinkedIn Learning
Equity
Volunteering Paid Time Off

About the Company

Planet designs, builds, and operates the largest constellation of imaging satellites in history.
This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors.
We are both a space company and data company all rolled into one.
Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world’s toughest obstacles.
We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth.
Join Planet and be a part of our mission to change the way people see the world.
Planet is a global company with employees working remotely world wide and joining us from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands.

Equal Opportunity

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Planet is committed to building a community where everyone belongs and we invite people from all backgrounds to apply.
Planet is an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.
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