Technical Customer Support Representative, EMEA

Role Overview

The Technical Customer Support Representative will support the process of Order and Technical Support for customers within the EMEA region, working collaboratively with internal departments and stakeholders to ensure complete and accurate support and delivery and/or resolution of customer requirements.

• Answers inbound email and phone communications
• Assists customers in defining order requirements, including image selection
• Processes orders and prepares quotations and feasibilities
• Submits tickets and queries to support internal and customer issues that arise
• Provides technical support of our SaaS programmes
• Uses knowledge of company policy and departments to find answers to technical questions
• Uses knowledge of satellite imagery to perform basic quality control evaluations and recommendations
• Attends training and development courses
• Manages tasking and archives projects effectively – Operational Delivery
• Provides training to peers and customers as needed
• Effectively communicates with all levels of the company and customers
• Provides on-call support for High Value projects (requires weekend work with an additional supplement)
• Acts as point of client contact to coordinate resolution of service incidents and escalation of technical issues
• Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business

• Must be able to attend the London Office in Chiswick on a Hybrid Basis (Tuesday-Thursday)
• A relevant degree or equivalent experience
• 2 Years Experience in customer service roles, preferably in a professional or B2B setting
• Strong attention to detail
• Able to work in a Windows operating environment (Microsoft Office, Outlook, Teams, etc.)
• Proficient oral and written communication skills
• Proficient listening and comprehension skills
• Effective diagnostic, troubleshooting, problem solving and analytical capabilities
• Adaptability
• Time management
• Ability to travel internationally (less than 10%)

• GIS experience (QGIS, ESRI Arc Map, ESRI Arc Pro)
• Interpersonal skills
• Proactive mindset
• Team focus attitude
• Willingness to learn
• Strong sense of initiative
• Experience with customer relationship management (CRMs)
• Experience in Earth Observation

Vantor is an equal opportunity employer committed to an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected veteran status, age, or any other characteristic protected by law. We also provide reasonable accommodations for applicants with disabilities in compliance with federal and state laws.