Customer Support Specialist

About Us.

DroneSense offers a drone software platform tailored for the unique needs of the public safety market. Our comprehensive solution equips First Responders with a complete tool set that expands situational awareness and acts as a force multiplier. Our mission-critical platform solves the challenges of scale and operational deployment across an entire organization, ultimately leading to more saved lives. Drones are a game-changer for the way First Responders carry out their various missions. DroneSense is here to serve as an integral part of this evolution in public safety.

Our Culture.

We are a founder-led company and our leadership team is made of experienced engineers, pilots, and entrepreneurs. Our core values are central to how we work together as a team, solve problems for our customers and make decisions. We are looking for people who see problems as opportunities, have a growth mindset, and are willing to challenge the status quo. Our team is focused on helping our customers by making their jobs easier through technology. We do this through creative problem solving and rolling up our sleeves to get the job done together. We are trying to build a diverse team and value what each individual brings to the team. We want our team members to have fun, be themselves and feel a sense of belonging at DroneSense.

We’re looking for an experienced Customer Support Specialist! The Customer Support Specialist will report to the Support Team Manager and will participate in the daily operations of DroneSense’s customer support department. They will work within the customer support team and ensure that customers receive best in class service to retain relationships and enable the success of the customer’s unique and critical public safety mission. You will be an experienced Customer Support Specialist with UAS experience, versatile, self driven, proactive, and a hands-on key business partner.

What Would I Be Doing?

• Respond to customer support requests via ticket and phone queue, and respond to inquiries within established SLAs.
• Be accountable for and drive key metrics that ensure the quality and safe usage of our service.
• Contribute to the continued development of the knowledge base and support resources.
• Collaborate with internal stakeholders to overcome challenges and find solutions for Customers.
• Collaborate with Product and Engineering teams to resolve bugs and surface customer feature requests.
• Using a consultative approach, identify areas of opportunity to provide Customers with best practices and operating advice.
• Using internal tools, document conversations and key highlights, and flag any warning areas to the Support Team Manager.
• You are available to work assigned shift rotations as required.
• While working in a Remote environment actively collaborate with peers across the organization.
• Up to 20% travel is expected.
• Always help first.

Qualifications

• Citizen or Permanent Resident of the United Kingdom.
• 2+ years experience as a Customer Support Specialist in a SaaS or professional services organization.
• Prior experience with UAS is a bonus.
• Prior experience in law enforcement, fire service or emergency services is a bonus.
• Excellent problem solving capabilities.
• Experience with Key tools a bonus: Excel, Hubspot, Zendesk, Five9s, Slack.
• Experience with DroneSense is a bonus.
• Proven track record in a fast-paced and high growth environment.
• Ability to dive into details, but also step back and consider a problem strategically.
• Strong influencer skills.
• Bachelor's Degree or equivalent experience required.

Experience

• A low-ego, team-first mentality. You know when to get your hands dirty and when to lead through influence.
• Extensive experience managing various stakeholders and building cross-functional relationships across the business.
• Excellent written and verbal communication skills.
• You can always articulate the “why” behind your priorities and recommendations.

Benefits

Competitive base pay

Work from home

Pilot Training & Drone Pilot Licenses paid

Private medical insurance scheme

25 days of Holiday in additional to bank and public holidays

Pension

Sick days