COSP Specialist

ICEYE US•Irvine, CA

2d•Onsite

About The Position

At ICEYE, we design, build and operate the largest fleet of Synthetic Aperture Radar (SAR) satellites in the world. Using advanced technology, our constellation collects topographical data about any location on Earth, day or night, through any weather conditions. Headquartered in Southern California (and with a new office in Herndon, VA), our customers are society’s heroes – intelligence professionals, warfighters, first responders, and scientific researchers. As a trusted mission partner, the United States and its allies depend on us for critical information when it matters most. We are seeking a dynamic and detail-oriented individual to join our team as a Customer Operations and Satellite Planning Specialist. In this role, you will play a pivotal part in ensuring seamless communication with our customers and managing orders for satellite imagery. The ideal candidate has strong technical background in Satellites/GIS/EO, is customer-focused, possesses strong organizational skills, and has a keen interest in satellite technology.

Requirements

Bachelor’s Degree in Geography, Earth Science, Environmental Science or related technical field.
First-hand 1-3 years of Customer Service experience in a B2B environment
Excellent communication skills
Familiar with GIS/Remote Sensing concepts
Attention to detail and ability to sustain high levels of accuracy
Team-player attitude with strong interpersonal skills
Ability and willingness to work in a fast-paced scale-up environment
Competency in Windows OS and MS Office
Accountability, dependability, responsiveness, and quality focus
Fluency in written and spoken English
Ability to obtain security clearance

Nice To Haves

SAR background
Knowledge of EO programs, like SNAP
Knowledge of Customer Service efficiency metrics and readiness to regularly report on them
Proficiency in any language in addition to English

Responsibilities

Manage orders from submission to delivery of ICEYE US’s imagery and analytics products
Prepare comprehensive feasibility studies for satellite imagery acquisition
Plan satellite resources for acquiring SAR images
Conduct quality control of acquired SAR imagery
Manage direct communication with customers (by email, phone, or via live chat) to ensure customers are kept up to date with their order status, to deliver performance reporting/analysis, and to communicate any order updates to the customer
Improve overall customer experience and satisfaction by holding regular business review calls with the customers
Resolve customer questions and concerns
Coordinate/conduct service training to internal and external customers
Work closely with other teams (i.e. satellite operators, sales, analytics, product, software engineering) to resolve project and/or customer related issues
Improve processes and contribute to existing documentation
Report to management on key performance metrics and anomalies
Maintain competent understanding of the company’s products, support, and services