T1-Technical Support Representative

About the team:

Our support team provides best-in-class service and support to our growing customer base while meeting or exceeding our service level agreements as defined by our business requirements. We're highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce costs related to process inefficiencies.

About the role:

We're looking for a self-motivated individual who is passionate about helping customers implement drone technology and delivering a best-in-class support experience. When our customers need help, you are responsible and empowered to do what it takes to resolve their issues thoroughly, with an emphasis on capturing data to inform product, process, and service improvement metrics.

How you'll make an impact:

• Deliver amazing customer support to drive satisfaction and brand conviction.
• Know Skydio products inside and out, and proactively seek clarity on areas of confusion that are of interest to our customers.
• Serve as the "voice of the customer", communicating a nuanced understanding of our customers to our various internal teams using actionable data and analytics.
• Communicate effectively with current and prospective customers via email, phone, and chat to address their questions and issues.
• Work closely with internal teams to familiarize yourself with our specifications, capabilities, and product roadmap.
• Engage in regular internal product testing and give feedback to contribute to QA.
• Participate in building support processes that improve and enhance the customer experience.

What would make you a good fit:

• Willing to work a flexible schedule (weekend hours required)
• A self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage your time effectively.
• A born troubleshooter with a passion for the potential of drone technology and a strong desire to learn new skills and grow with Skydio.
• You have 1-3 years of CS experience (previous experience in an enterprise capacity is preferred).
• You have experience working with Zendesk customer service software (Zendesk Agent or Admin certification and/or basic understanding of Zendesk reporting and analytics is a plus).
• You have experience with Atlassian Jira, Netsuite or Salesforce is a plus.
• Experience with multi-channel communication to customers (phone, chat, email support).
• You have experience working cross-functionally across technical, ops, and GTM teams.
• A strong desire for feedback in order to learn, grow, and perform duties more efficiently.

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