- Serve as a front-line point of contact for customer support requests via 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 Solutions Engineering or Product/Engineering teams with clear documentation
- Develop and maintain troubleshooting guides, FAQs, and knowledge base articles
- Support new customers through onboarding across hardware, software, and Portal
- Assist with virtual and, where needed, onsite training sessions
- Maintain and refine training materials including manuals, videos, and tutorials
- Guide customers on data upload, data management, and Portal best practices
- Monitor open support cases and ensure timely follow-up and resolution
- Track recurring issues, common questions, and feature requests and share insights with Product and Engineering
- Partner with Solutions Engineering and Sales to ensure a consistent support experience
- Stay current on product updates and new features
- Contribute to internal documentation
- Work with Solutions Engineers on complex customer trials or escalations
- Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes
- Collaborate with Marketing on support-facing content such as FAQs and how-to guides

Requirements

- Ability to explain technical concepts in plain language
- Customer-focused approach and motivation to help people solve problems




- Detail-oriented and organized, with the ability to manage multiple support cases at once
- Curiosity and ability to quickly learn new hardware and software systems
- Self-starter who takes ownership and follows through
- Collaborative and team-oriented
- Accountable and able to deliver on commitments
- Working knowledge of the end-to-end iGUIDE ecosystem, including hardware, capture process, Stitch and processing, and Portal management

Core Competencies

Demonstrates expertise in customer support for technical issues related to iGUIDE hardware and software, with a robust focus on onboarding, training, and documentation. Capable of collaborating with engineering and product teams to enhance customer experience and resolve complex issues.

Highest-signal resume keywords

- Customer Support
- Technical Issue Diagnosis
- IGUIDE Ecosystem Knowledge
- Training Material Development
- Documentation Skills

ATS Optimization Keywords

Hard Skills

- Technical Issue Resolution
- Troubleshooting Guide Development
- Data Management
- Portal Management
- Onboarding Support

Soft Skills

- Customer-Focused Approach
- Detail-Oriented
- Organizational Skills
- Collaborative
- Self-Starter

Industry Keywords

- IGUIDE Hardware
- Capture Process
- Stitch and Processing
- Customer Trials
- Support-Facing Content

Tools & Technologies

- Ticketing System
- Knowledge Base
- Video Tutorials
- FAQs

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📌 Customer Solutions Support Specialist (Richmond Shire)
🏢 Jobtailor
📍 Richmond Shire