Technical Support Specialist III

About the role

As a Technical Support Specialist III, you'll become an expert in cutting-edge technology (drone flight and 3D data platform). Providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow teammates around the world and cross-functional teams to resolve customer issues and help improve our products.

Key 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

About you

• Fluent in English, both written and spoken
• Bachelor's degree or higher in either Geographic Information Systems (GIS), Geomatics, or related field
• Deep empathy and desire to help others
• Strong troubleshooting and logical thinking skills
• Excellent time management and prioritization skills
• The ability to recognize patterns that could indicate the presence of a deeper technical issue
• Excellent written and verbal communication skills, including the ability to explain complicated things simply
• Curiosity and a thirst for knowledge