DroneUp is seeking a Customer Support Representative (CSR) who will provide internal and external support in a fast-paced and high-growth environment. The Customer Support team is responsible for assisting in resolving issues from various types of customers. We support external customers, delivery, and DroneUp app users, as well as, internal customers, hub personnel, and any DroneUp employee. It is imperative that every customer interaction is professional, friendly, and empathetic.

Responsibilities

• Manage support email, initiate follow-up when necessary, and prioritize tasks
• Manage and participate in internal and external chat software interactions
• Answer incoming support calls to learn about and address customer needs, complaints, or other issues with products or services
• Respond efficiently and accurately to customers, explain possible solutions, and ensure that clients feel supported and valued
• Engage in active listening with callers, confirm or clarify information, and diffuse angry clients as needed
• Identify/escalate priority issues and report them to management
• Utilize software, databases, scripts, and tools appropriately
• Investigate app bugs and follow-up to ensure resolution
• Create support tickets
• Cross team functions and responsibilities
• Other duties as assigned

• 5+ years of customer support experience required
• Possess excellent interpersonal communication skills with the ability to respond in a professional manner both in verbal and written communications
• Experience with Jira, Slack, Chat software, Freshservice, Google Suite is a plus but not required
• Ability to juggle multiple demanding priorities
• Demonstrated ability to pivot when faced with changing circumstances/priorities
• Ability to collaborate with various levels of leadership and employees across the organization
• Ability to operate in a high-paced environment
• Flexible work hours

Security Responsibility Statement: Employees are expected to provide a high level of security to any personal or private information accessed as part of their work, whether at a DroneUp facility or remotely. This includes participating in security training, remaining sensitive to individual rights to personal privacy, and complying with company policies. Employees who have access to sensitive data that is protected by regulation, such as HIPAA, or by contract, such as credit card data, must comply with any additional requirements dictated by the governing regulations or associated contracts.

PI199427359