Tier 1 Technical Support Specialist

Penbrothers

3d • Remote

About The Position

As a Customer Service Specialist, you’ll be a key part of our growing Customer Service team, providing exceptional support to customers across more than 100 countries. You’ll be the first point of contact for customers seeking assistance with hardware and software products, primarily through chat and email. You’ll assess, troubleshoot, and resolve Tier 1 inquiries whenever possible, or accurately triage and escalate more complex issues to the appropriate customer-facing team. This role combines customer service with technical problem-solving. You’ll develop a strong understanding of our client's geospatial hardware and software solutions and use that knowledge to support customers working in remote sensing, drone surveying, and photogrammetry. Beyond customer support, you’ll assist the Geospatial Solutions team with basic technical and operational tasks, such as using our client's tools to measure stockpiles and retrieve GPS correction data. You’ll also collaborate with teams across Customer Success, Product, and Engineering to continuously improve our support processes, tools, and systems.

Requirements

• 1+ years of experience in customer service, technical support, or a similar customer-facing role, preferably with experience supporting customers through chat and email.
• Excellent written and verbal English communication skills.
• Strong problem-solving and analytical abilities, with the ability to make sound decisions quickly.
• A customer-first, solutions-oriented mindset and a genuine interest in helping people.
• The ability to learn new software, hardware, and technical concepts quickly.
• Confidence explaining technical or complex processes in clear, easy-to-understand language.
• Strong multitasking, organization, and time-management skills.
• Excellent attention to detail, particularly when documenting customer interactions and technical information.
• The ability to work independently while also contributing effectively as part of a collaborative team.
• Comfort working remotely in a fast-paced, web-connected environment.
• Flexibility to work on a rotating roster to support customers across different time zones and more than 100 countries.

Nice To Haves

• An interest in geospatial technology, drone surveying, remote sensing, or photogrammetry is a plus.

Responsibilities

• Provide timely, high-quality Tier 1 support through chat and email, including software navigation, troubleshooting, account management, and subscription-related inquiries.
• Serve as the first point of contact for customers, creating a professional and positive experience while keeping response and resolution times low.
• Assess and triage customer requests, resolving issues where possible and escalating appropriately when additional expertise is required.
• Accurately document customer interactions, troubleshooting steps, and resolutions to support seamless collaboration across teams.
• Coordinate with the Geospatial Solutions team to facilitate timely dataset delivery, ensuring customer requirements, follow-ups, and information are clearly communicated.
• Perform essential technical and operational tasks, including stockpile verification, dataset refiltering, and retrieving GPS correction data.
• Build and maintain a strong working knowledge of our client’s geospatial hardware, software, and workflows.
• Identify recurring customer issues and opportunities to improve support processes, tools, and documentation.
• Partner with Customer Success, Product, and Engineering teams to improve the overall customer support experience and operational efficiency.
• Contribute to a collaborative, high-performing team while working effectively in a fast-paced, remote environment.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact : Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed