Customer Solutions Support Specialist (iGuide)

Responsibilities

• ● Melbourne Based
• ● Permanent Role
• ● Hybrid ways of working About us
• ● At Planitar, we build technology that helps people see and understand the world's spaces more
• ● We are the creators of iGUIDE, a powerful property technology solution that combines immersive 3D tours, accurate floor plans and reliable spatial data into a single, easy-to-use system. Our cameras and software platform are used by professionals in real estate, insurance, construction and property management to simplify their work and deliver better results.
• ● Planitar recently joined REA Group, one of the world's leading digital property companies. REA operates Australia's largest residential and commercial property platforms, including realestate.com.au and has a growing global footprint across Asia and North America. Together, we are shaping the future of property technology, combining Planitar's deep spatial data expertise with REA's global scale and innovation engine.
• ● Where does REA fit in
• ● With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding, understanding or financing your next home. We operate Australia's leading residential and commercial property websites - realestate.com.au and realcommercial.com.au - among other leading brands in Australia and India.
• ● iGUIDE is part of the REA family and iGUIDE and REA teams work closely together, supporting consumers with more immersive experiences to help them make more informed property decisions.
• ● A connected future where reliable spatial data enables informed decisions across the property lifecycle.
• ● Integrity: We do the right thing even when it's hard.
• ● Teamwork: We are one team, on a big mission.
• ● Innovation: We value creative solutions for emerging opportunities.
• ● Accountability: We honour our commitments. About the role
• ● This position works alongside our Customer Solutions Engineers to make sure every iGUIDE
• ● customer gets fast, knowledgeable support once they're up and running. You'll be a go-to resource for customers navigating the iGUIDE hardware, capture and processing workflow, and Portal - helping them troubleshoot issues, get the most out of the platform, and build confidence in the technology day to day.
• ● With a strong working knowledge of how the iGUIDE ecosystem fits together, you'll resolve technical issues, support onboarding and training, and flag patterns and feedback that help our product and engineering teams keep improving. This role is a great fit for someone who enjoys solving problems, explaining technical concepts clearly, and being the calm, reliable voice customers can count on. RESPONSIBILITIES Technical Support & Troubleshooting
• ● Serve as a front-line point of contact for customer support requests, responding promptly by phone, email, and ticketing system.
• ● Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage.
• ● Escalate complex or unresolved issues to the Solutions Engineering or Product/Engineering teams with clear documentation.