As the Senior Technical Support Specialist you will bring your expertise with Aerial Mapping to play a pivotal role in ensuring our customers receive exceptional support and technical assistance related to our aerial mapping products and services. Your in-depth knowledge of aerial mapping technologies and workflows will be crucial in maintaining high levels of customer satisfaction and driving product improvements.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and manage a global team of support specialists and technicians.

Develop and execute strategies to enhance the support team's efficiency and effectiveness.

Set clear performance goals and monitor progress, providing coaching and feedback to team members.

Technical Expertise:

Serve as the primary technical expert in aerial mapping products and services.

Stay updated on industry trends, emerging technologies, and competitive offerings.

Collaborate with R&D and product management teams to provide input for product development and improvement.

Customer Engagement:

Interact directly with key customers to understand their needs, resolve complex issues, and gather feedback.

Develop and maintain strong customer relationships, ensuring a high level of satisfaction.

Implement and oversee a customer support ticketing system to track and manage inquiries and issues.

Process Improvement:

Continuously evaluate and enhance support processes and procedures to optimize efficiency and customer experience.

Implement best practices in support operations to streamline workflows.

Collaborate with cross-functional teams to resolve escalated issues promptly.

Training and Development:

Identify training needs within the support team and develop training programs to enhance skills.

Promote a culture of continuous learning and professional development.

Qualifications:

• Bachelor's or Master's degree in Geography, Geospatial Science, Remote Sensing, or related field.
• Proven experience in a leadership role within customer support, preferably in the aerial mapping industry.
• Strong expertise in aerial mapping technologies, remote sensing, photogrammetry, and drone technology.
• Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Problem-solving skills and the ability to handle complex customer issues with tact and professionalism.
• Strong organizational and project management skills.
• Familiarity with support ticketing systems and customer relationship management tools.
• Willingness to travel internationally as needed.