Drone & 3d Data Support Associate Job at PartnerHero

Job Description

As a Product Support Associate, you’ll become an expert in cutting-edge technology...our drone flight and 3D data platform! We are serious about providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow Support folks around the world and cross-functional teams to resolve customer issues and help improve our products!

Job Responsibility

Use your drone flight and GIS knowledge to help our customers resolve any issues they may have when using our products to fly their drones, capture ground-based imagery with their 360 camera, or process and analyze collected data
Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk
Look for ways to improve processes and tools to help us scale our global support team
Continue growing and refining our knowledge base by contributing to both internal and external documentation
Use your active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships
Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements

Requirements

Fluency in English and Portuguese (written and spoken), with the ability to clearly explain technical concepts in a simple, user-friendly way
A bachelor’s degree or higher in Geographic Information Systems (GIS), Geomatics, or a related field, with a strong interest in geospatial technologies
Strong problem-solving and troubleshooting skills, with the ability to recognize patterns that may indicate deeper technical issues
Excellent time management and prioritization skills, allowing you to manage multiple tasks effectively in a fast-paced environment
A customer-first mindset with deep empathy and a genuine desire to help others, even in challenging situations
Clear and effective written and verbal communication skills, including the ability to document processes and share knowledge with internal teams
Curiosity and a continuous learning mindset, with a strong desire to expand technical knowledge and skill sets

What we offer

Remote working arrangement
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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Drone & 3d Data Support Associate

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