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Position

Technical Support Specialist

Company
Company
Propeller
Place
Remote
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Added: March 12, 2024
Department: Customer Success

Employment Type: Full Time

Location: Europe

Reporting To: Monika Suchwalko

Compensation: €54,000 - €58,000 / year

Description

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller's integrated hardware and software products to capture accurate 3D versions of their worksites using drones. With over 45,000 worksites worldwide using Propeller's smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We're data nerds who care about impact, honesty, and each other. We take pride in being a great place to work and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

As our Tech Support Specialist, you'll make sure we empower each customer to accurately track, map, and measure their earthwork sites with Propeller. Our customers use Propeller's hardware - drones and smart ground control points - to survey their worksites and track progress and productivity. You will be the expert in data collection, providing support to our field-based customers, facing the technical and logistical challenges of collecting their drone surveys.

You'll support our customers by answering their hardware questions over the phone, email and chat, and helping them find quick solutions to their problems.

You'll be a part of the Customer Success team that makes sure our customers have a positive onboarding experience and are happy to continue using our solution.

Check out what our team is all about and find out why joining Propeller is a great idea! Learn more here.

About You

This position requires fluency in German to support our market.

You love helping people solve problems and have experience in a customer-facing technical role or as a member of a support team. You enjoy delivering high-quality remote technical support for customers across Europe. We take pride in providing fast, practical, and effective solutions to the end user—and so do you.

Working collaboratively with our Customer Success Engineers and Account Managers, you'll be part of a Customer Success Team dedicated to ensuring customers have a positive user experience, from onboarding until renewal.

Responsibilities

  • Work closely with many internal teams including Hardware Engineering, Sales, Data Success, Product, and Logistics; and you're excited about the insights you'll gain from these partnerships!
  • Resolve technical questions and troubleshooting hardware & software for our customers.
  • Become our subject matter expert on drone surveys and ground control points (GCPs)—you know how to use them and how to fix them! You're curious and solution-oriented with a bias towards action.

Your Skills

  • Experience with remote troubleshooting for customers.
  • Knowledge of GPS technologies.
  • You're articulate. Able to effectively convey technical solutions to customers who are brand new to drones and those who are already familiar with our tech.
  • Exceptional communication skills.
  • You're people-focused and customer service obsessed—you don't let anything stand between the customer and success.
  • Great interpersonal skills: ability to gel with our customers and support teams and thrive in a process-oriented but flexible and fun environment.
  • You work with the team to ensure customer satisfaction

Bonus points for personal experience with, or working knowledge of:

  • Diagnosing and resolving technical problems in hardware environments.
  • Construction, mining, landfill, or similar industries.
  • Surveying.
  • Managing inventory and logistics.
  • Drones and/or ground control points.
  • Photogrammetry, radio modems, machine control, and/or GIS.

Benefits

About Us

We are 100% about impact and 0% about ego, with everyone here being encouraged to solve their problems creatively, listen to one another and to never stop learning. We work for our collective success, and we welcome you to learn more about us on Glassdoor.

Propeller is for everyone, so come as you are. We're open humans who champion diversity, equity, and inclusion.

We offer our employees:

  • Employee share options
  • Professional development benefits
  • Monthly telephone and/or internet allowance
  • Paid parental leave, regardless of gender for both the primary and secondary carer
  • Flexible work arrangements

The estimated salary range offered for this role is €54,000.00 - €58,000.00. This range is tied to the market for this job in Germany. Any salary offer extended will be based on skills, knowledge and experience.
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