Tier 1 Technical Support Specialist

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

 

About the Role

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.

 

What You’ll Do

• 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 Propeller’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.

What You Bring

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

 

 

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation. 

Read our full AI Disclaimer to learn more

 

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   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.