Technical Customer Support Agent Level 2 at Planet

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Hospitality, PaymentsIndustries

Requirements

Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience
Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts
Strong work ethic and ability to work efficiently and effectively with minimal supervision
Ability to work in a fast-paced environment with excellent organizational skills
Able to work to targets (SLA’s)
Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)
Wide proven experience of remote and on-site support, collaborating with customers, partners, and internal teams – minimum three years
Experience in network operations or on field operations – minimum three years
Familiar with all types of production environments

Responsibilities

Provide Level 1 and Level 2 support levels via phone, email, tickets, or other interfaces on Planet Hoist Network managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
Carrying out screen-sharing to help customers get set up and operational
Empowering customers by promoting Knowledge base and self service
Configure security, operational and access settings/permissions for groups or individuals
Organize and schedule remote Hoist upgrades and maintenance minimizing the service impact
Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification
Work with senior engineers on escalated tickets
Log and escalate calls with third parties where required, ensuring communication back to the customer
Test repaired items (RMA replacement) to ensure proper operation with agreed Planet Hoist & customer standards
Onboard new team members and provide necessary product and processes training

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceTroubleshootingRemote AnalysisRoot Cause AnalysisPhone SupportEmail SupportTicketing SystemsNetwork SupportSystems Assessment

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What key skills are required for the Technical Support Specialist role?

Key skills include providing Level 1 and Level 2 technical support via phone, email, and tickets, remote troubleshooting and root cause analysis, screen-sharing for customer assistance, configuring security and access settings, and monitoring for patches, releases, and potential issues.

What is the company culture like at Planet?

Planet emphasizes putting customer experience first, delivering exceptional technical customer service, and fostering a mission-driven environment focused on simple, secure, and seamless payments in connected commerce.

What makes a strong candidate for this Technical Support Specialist position?

Strong candidates demonstrate readiness to handle Level 1 and Level 2 inquiries by quickly gathering information, identifying root causes, resolving issues remotely or escalating appropriately, while showcasing excellent technical skills and customer service.

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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