The Customer Support Specialist will manage customer inquiries, drive support metrics, develop knowledge resources, and collaborate with internal teams. Responsibilities include responding to support requests, solving issues, and assisting customers with best practices. A commitment to the FAA Part 107 certification and occasional travel is required.
About Us.
DroneSense is now part of Versaterm, a global public safety solutions company helping agencies transform how they serve their communities. Together, we are building an ecosystem of intuitive tools designed for public safety agencies! Through purposeful integrations and selective growth, Versaterm is advancing public safety technology to improve workflows, deliver better service, and enable better outcomes. As part of this mission, DroneSense provides a critical drone software platform tailored to the unique needs of public safety. Our comprehensive solution equips First Responders with tools that expand situational awareness, act as a force multiplier, and make drone operations scalable across entire organizations—ultimately leading to more saved lives. Drones are transforming the way First Responders carry out their missions, and DroneSense is driving this evolution within the Versaterm ecosystem.
Our Culture.
Our team is driven by innovation, expertise, and an unwavering commitment to customer success. Our leaders are experienced engineers, pilots, and entrepreneurs. We’re building a diverse, collaborative team where individuals can bring their full selves to work, have fun, and feel a strong sense of belonging. Here, you’ll roll up your sleeves alongside teammates who care deeply about their craft, their communities, and each other. As we continue to grow and expand our impact, you’ll have the opportunity to contribute to solutions that enhance community safety and shape the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
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 bring to the Table?
- 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 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.
- Complete FAA Part 107 Certification within 90 days of onboarding.
- While working in a Remote environment actively collaborate with peers across the organization.
- Up to 10% travel is expected.
- Always help first.
Qualifications
- 2+ years experience as a Customer Support Specialist in a SaaS or professional services organization.
- Prior experience with UAS.
- Excellent problem solving capabilities.
- Experience with Key tools such as Excel, Hubspot, Zendesk, Five9s, Slack.
- 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
- Must be able to work a one week on-call schedule
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.
- Experience with DroneSense a bonus
*DroneSense employees full time US citizens who are current residence in one of the 50 contiguous United States. Though our positions are "remote" we do not work with offshore/near shore individuals or contractors to stay in compliance with our client's requirements.
Benefits
-Competitive Base Pay
-Medical, Dental, and Vision, including a medical plan with 100% employee covered premium
-Company paid Life Insurance and Short Term Disability
-Health Savings Account match
-Medical FSA & Dependent Care Account
-401(k) with company match
-Work from home
-Wellness benefits
-Cell phone stipend
-Paid Vacation Time
-Paid Sick Time
-Part 107 Pilot Training & License Paid
Top Skills
Excel
Five9S
Hubspot
Slack
Zendesk
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