Support Specialist Level 1

Support Specialist Level 1 - Latin America Placer.ai 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." Our platform provides instant visibility into any property in the U.S., presenting accurate details about visitation patterns and demographic breakdowns of visitors. 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 AI‑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 3× year‑over‑year for the past three years and now serves more than 1,900 paying customers across a range of industries, including two of the world’s top‑10 retailers, two of the top‑10 CPG firms worldwide, a top hospitality firm, two of the top‑10 commercial real‑estate firms and two of the world’s top multinational asset managers and hedge funds. We have just raised $100M in Series C funding, reaching a unicorn ($1B+) valuation. 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 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. 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. #J-18808-Ljbffr