Drone & 3D Data Support Associate

Role Details

Type of Support: Email

Contract Duration: Contractor

Training Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off

Work Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off

Work Type and Location: Remote - Brazil

Expected 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.

Welcome to Crescendo. Welcome to what's next.

The Role

As a Product Support Associate, you'll become an expert in cutting-edge 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:

• Competitive Base Salary
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• 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.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed 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 applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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