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PartnerHero · 1 day ago

Technical Support Specialist – Geospatial & Drones (GST)

United States

Full-time

Remote

New Grad, Entry Level

Crescendo is a company that represents peak CX performance in the AI era, combining outsourcing expertise with innovative technology. The Technical Support Specialist role involves resolving customer issues related to drone flight and 3D data platforms while collaborating with cross-functional teams to improve products and processes.

ConsultingOutsourcingSoftware

Responsibilities

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

Qualification

Drone flight knowledgeGIS knowledgeProblem-solving skillsZendesk proficiencyFluency in EnglishFluency in PortugueseCustomer empathyTime managementEffective communicationContinuous learning mindset

Required

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