Working Student, Customer Support Representative

Welcome to Planet. We believe in using space to help life on Earth.

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.

As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains.

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.

About the Role:  

The Customer Support Representative will be responsible for triaging and assisting with inbound support requests, including ticket assignments and handovers, for Planet customers, partners, and field teams. This includes handling administrative issues and assigning technical issues to the appropriate Technical Support Engineer. 

The ideal candidate will be a creative, curious, and proactive problem-solver that will be able to quickly gain an understanding of the Planet organizational structure, internal applications, and standard support processes. This is a customer-facing role in a very collaborative  environment and therefore  requires excellent interpersonal skills. 

This is a part-time, hybrid role which will require you to work from our Berlin office 3 days per week. 

Impact You’ll Own:

• Provide support to Planet customers, partners, and field teams via email, phone, chat, or in person (as necessary).
• 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.

What You Bring:

• Experience working as a customer support representative or similar role
• Experience in handling technical issues with ability to use problem solving mechanism
• 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  
• Actively enrolled in or pursuing a Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience

What Makes You Stand Out:

• Experience with Zendesk, JIRA, or comparable ticketing systems
• Exceptional troubleshooting and analytical skills
• Ability to identify  issue severity from both a technical and business perspective

Application Deadline: December 21, 11:59PM PST

Export Control Requirements:

Planet Labs Germany GmbH is authorized to receive U.S. export-controlled information at Planet under an export license issued by the Bureau of Industry and Security. This position requires access to export-controlled information, and as such, employment (or hiring of a contractor) is contingent upon the candidate’s ability to access all applicable export-controlled information without additional export licensing being required by the Bureau of Industry and Security and/or the Directorate of Defense Trade Controls.

Benefits While Working at Planet:

These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.

• 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

 

Why we care so much about Belonging. 
We’re dedicated to helping the whole Planet, and to do that we must strive to represent all of it within each of our offices and on all of our teams. That’s why Planet is guided by an ultimate north star of Belonging—dreaming big as we approach our ongoing work.  If this job intrigues you, but you’re thinking you might not have all the qualifications, please... do apply!  At Planet, we are looking for well-rounded people from around the world who can contribute to more ways than just what is listed in this job description.  We don’t just fill positions, we aspire to fulfill people’s careers, most excited about folks who are motivated by our underlying humanitarian efforts.  We are a few orbits around the sun before we get to where we want to be, so we hope you’re excited to come along for the ride. 

EEO statement:
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. Know Your Rights.

Accommodations: 
Planet is an inclusive community and we know that everyone has their own needs. If you have a disability or special need that requires accommodation during the hiring process, please reach out to accommodations@planet.com or contact your recruiter with your request. Your message will be confidential and we will be happy to assist you.

Privacy Policy: By clicking "Apply Now" at the top of this job posting, I acknowledge that I have read the Planet Data Privacy Notice for California Staff Members and Applicants, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

Privacy Policy (European Applicants): By clicking "Apply Now" at the top of this job posting, I acknowledge that I have read the Candidate Privacy Notice GDPR Planet Labs Europe, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.