Customer Support Specialist (GIS)

The Customer Support Specialist will mainly be responsible for providing first class support to our customers via email, chat, and forums by assisting them with questions and issues, performing drone photogrammetry, and other imagery processing and analysis. Also for assisting customers by answering questions and performing basic troubleshooting.

• Accurately identify and address any issues or questions customers may have when using any product to plan, fly, process, or analyze their data and escalate to internal groups as needed
• Own the processing, generation, troubleshooting, and ultimate delivery of pristine geospatial data products (orthophotos, point clouds, contour maps, DSM, etc) to customers
• Ensure delivered data products meet customer requirements and SLA, including troubleshooting and providing reports and analyses for any data products that do not meet requirements
• Assist in keeping the data processing pipeline running like a well-oiled machine
• Create and maintain documentation that answers common support questions
• Identify common customer challenges to suggest better solutions

• Has 2+ years of experience directly supporting customers using technical products
• Outstanding oral and written English communication skills
• Comfortable using technical jargon and able to communicate complex solutions in easy-to-understand terms
• Demonstrates strong problem solving and analytical skills to troubleshoot, replicate, and escalate issues as needed
• Can empathize with customers on their issues and communicate with diplomacy, tact, and poise under pressure
• Team-first attitude, self-starter approach
• 1+ year of experience in troubleshooting data processing issues caused in an automated processing pipeline
• 1+ year of experience with databases, preferably MySQL
• 1+ year experience using other photogrammetry and GIS tools, such as Pix4D, Agisoft, Global Mapper, QGIS, ArcGIS, etc.
• Experience using AWS
• Experience writing scripts in Javascript and Python
• Experience with drones

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.