Vertical: Zeitview

Reports to:  Team Lead - Operational Support.

Direct Reports:  No

Department:  Operational Support

Objective

Zeitview is the leading intelligent aerial imaging company for high-value infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk and improve build quality. Headquartered in Santa Monica, CA, Zeitview serves customers in the solar, wind, insurance, construction, real estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is active in over 70 countries.

In this role, you will provide operational and customer support for multiple simultaneous field projects, ensuring operational excellence and customer satisfaction. You will be responsible for coordinating and executing operational and customer support activities across Zeitview. Your efforts will help Zeitview meet its KPIs, standards, and operational targets, ultimately contributing to the success of each project.

Responsibilities 

• Take action on the ticketing platform to make sure all tasks are handled and nothing falls through the cracks. 

• Utilize proper tools, channels, and workflows accordingly to follow standard procedures outlined in our Management System. 

• Ability to work in a scheduled shift and scheduled tasks accordingly. 

• Maintaining a positive, empathetic, and professional attitude toward customers always.

• Responding promptly to customer inquiries.

• Communicating with customers through various channels (Phone, Email, etc).

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Knowing the products and services of Zeitview to answer customer questions.

• Keeping records of customer interactions, transactions, comments, and complaints with utmost confidentiality.

• Communicating and coordinating with colleagues/team leaders, as necessary.

• Follow communication procedures, guidelines, and policies of Zeitview.

• Ensure customer satisfaction and provide professional customer support.

• Perform other tasks that will be assigned to, from time to time.

Knowledge, Skills and Abilities 

• Bachelor’s degree with minimum 1 year of professional work experience in operations or customer support.

• Excellent English written and verbal communication skills. 

• Ability to work both independently and in team settings.

• Organizational skills and the flexibility to jump from priority to priority.

• Solid computer skills (Office suite, Slack, Zoom, Zendesk). 

• Ability to work in an office environment.

• Ability to work in any any shift in a 24/7 setup.

• Able to travel for short-term company gatherings.

• Able to sit, stand for long periods of time.