Technical Support Specialist (German speaking)
Department: Customer Success
Employment Type: Full Time
Location: Europe
Reporting To: Felix Preuss - Customer Success Team Manager
Description
Propeller is on a mission to take the guesswork out of earthworks - 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. With over 50,000 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. We are proud to be recipients of
BI Group's Excellence in Customer Experience award and
Inspiring Workplaces of Australasia, being recognized as a
Fast Company and
BuiltIn Best Place to Work. You can learn more about us on
Glassdoor.
Your Mission
Join us and become a key player in helping our customers master earthwork with Propeller's cutting-edge technology. As a Technical Support Specialist, you'll be the crucial link between our innovative hardware (drones and smart ground control points) and software (our cloud-based workspace) and the customers who use them to track, map, and measure their worksites.
Every day will bring new challenges as you become the go-to expert for our field-based customers. You'll tackle their hardware, technical, and software questions, providing quick, effective solutions over the phone, email, and chat. You won’t be alone, you’ll have the full support of our expert team to help you solve even the toughest questions.
As an integral part of the EMEA Customer Success team, you'll gain visibility into the entire customer lifecycle, sharing and receiving knowledge to ensure our customers are always getting the best possible experience. We pride ourselves on providing fast, practical, and effective support, and we're looking for someone who shares that commitment.
Responsibilities
- Deliver high-quality support for customers across Europe, utilizing your customer-facing skills and remote technical support experience.
- Resolving a wide range of technical support queries across various levels of complexity
- Become the subject matter expert on drone surveys and ground control points (GCPs) — you know how to use them and how to fix them!
- Work collaboratively with our Customer Success Engineers and Account Managers to ensure a positive user experience, from onboarding to renewals.
Work closely with many internal teams, including Hardware, Engineering, Sales, Data Success, Product, and Logistics.
Your Skills
Your Skills
- You’re fluent in German and English
- 1-2 yrs GIS/surveying/construction technology experience
- Customer-facing role experience
- Experience in working remotely
- Experience with remote troubleshooting for customers.
- Diagnosing and resolving technical problems.
- You’re able to effectively convey technical solutions to customers who are brand new to drones and those who are already familiar with our tech.
- You are driven by a passion for helping people, consistently going above and beyond to solve problems for your customers.
- Thrive in a process-oriented but quickly evolving environment.
Bonus points for personal experience with, or working knowledge of:
- Experience in construction, mining, landfill, or similar industries.
- Surveying background.
- Managing inventory and logistics.
- Drones and/or ground control points.
- Photogrammetry, radio modems, machine control, and/or GIS.
Benefits
- Employee share options
- Professional development benefits and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Flexible work arrangements and WFH equipment provided
