Position Title: Customer Operations and Satellite Planning (COSP)Specialist
Location: Irvine, CA, Fully Onsite
Employment Type: Full-time, rotating shift schedule
Pay: $70,000 - $80,000 Annually (DOE)
Ability To Obtain Security Clearance
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.
Essential Job Functions
- 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
- Ability to work a rotating schedule including holidays, weekends, and night shifts
Education & Qualification
Required:
- 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
Preferred:
- 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