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Customer Support Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United Kingdom

Offer summary

Qualifications:

Citizen or Permanent Resident of the UK, 2+ years experience in Customer Support for SaaS, Bachelor's Degree or equivalent experience, Excellent problem-solving capabilities, Familiarity with key tools like Hubspot and Zendesk.

Key responsabilities:

  • Respond to customer support requests via ticket and phone within SLAs
  • Drive key metrics for service quality and safety
  • Contribute to the development of knowledge base resources
  • Collaborate with internal stakeholders and product teams
  • Document conversations and report any concerns to Support Team Manager
DroneSense logo
DroneSense Startup http://www.dronesense.com/
11 - 50 Employees
About DroneSense
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. Simultaneously the platform seamlessly addresses risk management and is a full system of record for regulatory compliance. We offer advanced methods to collaborate on-scene or offsite with multiple stakeholders, and everything is functional offline first. Our mission-critical platform solves the challenges of scale and operational deployment across an entire organization, ultimately leading to more saved lives.Our core values help us deliver on our promises to the first responder community and one another. We are looking for people who share those values and are going to add to our culture as our company grows.Be Bold, Take Risks. We use the entrepreneurial spirit to challenge the status quo and build the best products possible.Carry Your Own Bag. We roll up our sleeves and get things done. We are accountable to ourselves, our teams and our customers.Have a Growth Mindset. We are all lifelong learners and striving to self improvement both professionally and personally.Help First. We are focused on helping our customers and making their jobs easier and faster. The jobs of first responders are critical and we reflect that sense of responsibility in everything we do.Be Your Best Self. We are able to come to work without walls and can act as our authentic self. We value life outside of work too and know that great balance leads to being the best in both.
See more DroneSense offers

Job description

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

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Emergency Management ServicesSlack (Software)ZendeskCross-Functional CollaborationHubSpot CRMLaw EnforcementStakeholder ManagementCustomer SupportFire Service

    Other Skills

    • Microsoft Excel
    • Verbal Communication Skills
    • Teamwork
    • Consultative Approaches
    • Problem Solving
    Are you interested?

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