Role Details
Type of Support: Email only
Contract Duration: Contractor
Training Schedule: Monday-Friday, 9:00 am - 6:00 pm, Saturday and Sunday off
Work Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off
Work Type and Location: Remote | Metro, Manila, Philippines
Expected Start Date: ASAP
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.
More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.
Join us at Crescendo, and let's build the future of customer experience together.
Welcome to Crescendo. Welcome to what's next.
The Role
As a Technical Support Specialist (GIS Analyst), 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!
What You'll Do:
- 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
What We Expect From You:
- 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 You'll Get In Return:
- Remote working arrangement
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- 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
