Support Analyst

ABOUT PLACER.AI:

One of the fastest growing tech companies in North America, Placer.ai (“Placer”) reached $100 million ARR “Centaur” status in 2024, within 6 years of launching the Placer platform. We previously crossed the $1B valuation “Unicorn” threshold in 2022.

Our A.I.-based SaaS platform transforms how leaders make critical decisions by unlocking unparalleled visibility into markets and locations, creating a blue ocean market of more than $100B. And the best part is, we accomplished this by leading a privacy-first business in which data has been stripped of user identifiers and only aggregated information is provided within the platform.

Our platform provides instant visibility into almost any location in the U.S. We have grown exponentially over the past 6 years, counting more than 4,000+ paying customers including many Fortune 500 companies, such as, JP Morgan Chase, Wayfair, Google and many more.

Named one of Forbes America’s Best Startup Employers and a Deloitte Technology Fast company, we are proud of our collaborative, innovative and inclusive culture.

SUMMARY:

The Support Analyst Level 1 will be a contractor role assisting 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 specific systems and technologies. Salary range: $10-12USD per hour.

RESPONSIBILITIES:

• Be the main point of contact for Placer platform inquiries from internal and external customers using Salesforce and Slack.
• Proactively handle incoming tickets, responding promptly to customer queries, and escalating unresolved issues to the appropriate teams.
• Research and gather information to understand customer issues and process tickets efficiently.
• Stay updated with the Placer Analytics Platform and become a product specialist to deliver excellent customer support.
• Use technical knowledge and critical thinking skills to troubleshoot and respond to customers quickly and accurately.
• Collaborate with our global support team, promoting teamwork and knowledge sharing.
• Support Sales and Customer Success Managers to provide assistance and resources related to platform functionality, ensuring customer success and customer satisfaction.
• Provide clear instructions for customers to resolve platform-related tasks independently.
• Take ownership of investigating and resolving platform issues reported by customers.
• Keep management informed about ongoing tasks and projects to maintain transparency and keep stakeholders informed.

KNOWLEDGE AND SKILLS:

• Excellent English language proficiency in both written and verbal communication.
• Strong interpersonal and communication skills for collaboration with diverse groups.
• Exceptional critical and independent thinking skills for problem-solving.
• Proficient at solving moderately complex issues independently and escalating when needed.
• Adaptability in a flexible and dynamic work environment.
• Skillful in task prioritization.
• Excellent aptitude for following instructions.
• Attentive to detail.
• Excellent listening skills and the ability to ask appropriate probing questions for comprehensive customer support.
• Empathy and a strong commitment to delivering exceptional customer experiences.

EDUCATION/EXPERIENCE REQUIRED:

• At least one year of experience in level 1 technical support or a 4-year college degree.

PHYSICAL DEMANDS:

• No or very limited physical effort required.
• Work is normally performed in a typical interior/office work environment.

WHY JOIN PLACER.AI?

• This contractor position will offer an hourly rate between $10-$12. Hourly rate may vary depending on multiple individualized factors, including job-related skills, professional experience, education and liscenses (if applicable), work location, and compensation market data.
• 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.
• Fully remote.

NOTEWORTHY LINKS TO LEARN MORE ABOUT PLACER

• Placer.ai in a nutshell
• Placer.ai's recent $100M round C funding (unicorn valuation!)
• Placer.ai's data
• Placer.ai in the news
• COVID-19 Economic Recovery Dashboard

Placer.ai is an equal opportunity employer. Placer.ai’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Placer.ai applicant who requires reasonable accommodations during the application process should contact Placer.ai’s Human Resources Department to make the need for an accommodation known.