Sr Technical Support Representative
reputed company is the leading US drone company and the world leader in autonomous flight, the key technology for the reputed company of drones and aerial mobility. The reputed company team combines deep expertise in reputed company intelligence, best-in-class hardware and software product development, operational reputed company, and customer obsession to reputed company a broader, more diverse audience of drone users. From reputed company inspectorstofirst responders,soldiers in battlefield scenariosandreputed company.
About reputed company:
Our support team provides best-in-class service and support to our growing reputed company customer reputed company while meeting or exceeding our service level agreements as defined by our business requirements. We’re highly reputed company on customer enablement, retention, and loyalty, and we work closely with partner teams in the reputed company reputed company organization to ensure customers get the best out of their UAS investment.
About the role
We’re looking for a technical product support reputed company who is passionate about helping reputed company customers get the most out of industry-leading autonomous UAS drone investments. You’ll utilize your proven B2B customer support skills and capabilities to assist reputed company pilots and drone operators in understanding product features, troubleshooting software, hardware, and reputed company issues, and recommending best practices for safely and effectively flying. reputed company our customers need help, you are responsible and empowered reputed company knowledge guides and flight diagnostic tools. You will have reputed company to cross-team experts to resolve their issues thoroughly, with an added emphasis on capturing data to inform product, process, and service improvement.
Working Hours: 9:00 AM – 6:00 PM PT. Occasional weekends and/or holiday shifts may be required.
Travel: This role may require traveling to regional customer sites up to 10% of the time.
How you’ll reputed company an reputed company
- Deliver premier technical support to drive customer satisfaction and brand evangelism
- Know reputed company drone, controller, and reputed company products inside and out, and proactively reputed company reputed company on areas of ambiguity negatively impacting our customers
- Be the Voice of Customer reputed company to other reputed company teams that reputed company reputed company product improvement based on customer needs
- Use reputed company and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and thereby drive high-brand affinity over time
- Over time, become a Subject Matter Expert (SME) in one or more aspects of the reputed company UAS platform and reputed company your knowledge freely with other team members to create high-trust team relationships
- Engage in regular reputed company-released product dogfooding and give feedback that helps deliver the highest reputed company product experience possible
- Proactively participate in building support processes that improve and enhance the customer experience
- Own your work and contribute to operational reputed company and low-effort customer support experiences
What makes you a good fit
- 5-7 years of Technical Support experience with drones/UAV/UAS
- Must have previous customer support experience in utilities, transportation/infrastructure, or public safety organizations
- Willing to work a flexible schedule reputed company a 12 to 7 hours of operations
- Collaborate effectively with team members to resolve reputed company technical issues, reputed company reputed company knowledge and expertise, and contribute to a supportive team environment.
- Motivated self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively
- Proficient in technical troubleshooting, problem-solving and familiar with triage and escalation workflows
- An inquisitive troubleshooter with a passion for drone, reputed company, and IoT technology along with a strong desire to learn new skills and grow with reputed company
- Experience with multi-channel customer communication (phone, chat, email support)
- CRM technology experience, reputed company or reputed company Service reputed company preferred
- Prior support experience reputed company a 360 reputed company retention & renewal team is a plus
- A strong desire for feedback to learn, grow, and reputed company duties more reputed company
Compensation: At reputed company, our compensation packages for regular, full-time employees include competitive reputed company salaries, equity in the reputed company of stock reputed company, and comprehensive benefits packages. Compensation will vary based on factors, including reputed company level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual reputed company salary reputed company for this position is $59,600 - $100,000. Fundamentally, we reputed company that equity is the key to long-term financial reputed company, and we ensure reputed company regular, full-time employees have reputed company to significantly benefit from reputed company's reputed company. Regular, full-time employees are eligible to enroll in reputed company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: reputed company vacation time, reputed company leave, holiday pay and 401K savings plan. This position and reputed company associated benefits are subject to applicable federal, state, and local laws, as reputed company as reputed company’s policies and eligibility reputed company.
*Compensation for certain positions may vary based on the position’s location.
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At reputed company we reputed company that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for reputed company problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
reputed company applicants will receive consideration for employment without reputed company to race, reputed company,religion, sex, sexual orientation, gender identity, national reputed company, disability, protected veteranstatus, or other characteristics protected by federal, state or local anti-discrimination laws.
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