Drone & 3D Data Support Associate

Role Details Type of Support: EmailContract Duration: ContractorTraining Schedule: Monday-Friday, 8:00 AM - 5:00 PM, Weekends offWork Schedule: Monday-Friday, 8:00 AM - 5:00 PM, Weekends offWork Type and Location: Remote – BrazilExpected Start Date: January 15th, 2025 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. The Role As a Product Support Associate , you’ll become an expert in cutting‑edge technology, including our drone flight and 3D data platform. You will collaborate with teammates 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 customers resolve any issues when using our products to fly 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 support in Zendesk Identify ways to improve support processes and tools to scale our global team Expand and refine our knowledge base by contributing to internal and external documentation Apply active listening, empathy, and de‑escalation skills to maintain and grow customer relationships Advocate for customers by collaborating with Engineering, Product Management, and UX on pain points and product improvements What We Expect From You Fluency in English and Portuguese (written and spoken), with the ability to explain complex technical concepts in a user‑friendly way 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, able to recognize patterns indicating deeper technical issues Excellent time management and prioritization, able to juggle multiple tasks in a fast‑paced environment Customer‑first mindset with deep empathy and a genuine desire to help others in challenging situations Clear written and verbal communication skills, including documentation of processes and knowledge sharing Curiosity and a continuous learning mindset, eager to expand technical knowledge and skill sets What You’ll Get In Return Competitive base salary Training opportunities provided by Crescendo and external partners One‑on‑one coaching, feedback sessions, mentorship, and cross‑functional development opportunities Company Culture Is At Our Core Care for others: Empathy is a key driver. When people thrive, so does the mission Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next Take ownership: Bold choices with integrity at the core — that’s how impact lasts Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning Equal Opportunity Employer Crescendo is proud to be an equal‑opportunity workplace. We value diversity, inclusion, equity, and belonging and commit to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected characteristic in the location where the candidate applies. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We make reasonable accommodations for qualified individuals with disabilities in our application process. If you require assistance, please contact Privacy Notice Crescendo is committed to ensuring your privacy and the protection of your personal data. By completing the forms associated with your job application you consent to the processing and storage of your data for recruitment and hiring purposes. For more information on our privacy program, including your rights and options for managing your data, visit our Privacy Center. #J-18808-Ljbffr