UAV Technical Support Specialist

GeoSearch is actively seeking a UAV Technical Support Specialist. This role is the primary point of contact for diverse enterprise drone solutions (ready-to-fly packages, payloads, software, accessories) for clients in public safety, industrial inspection, agriculture, construction, and more. You will answer technical questions, troubleshoot complex hardware and software issues through our support portal, and contribute to our knowledge base. The goal is to ensure the highest level of technical support and responsiveness for integrating entire drone systems.

Key Responsibilities

• Respond to escalated customer inquiries and concerns via phone, email, or chat, providing timely and empathetic resolutions.
• Process refund, replacement, cancellation, and chargeback requests with accuracy, ensuring compliance with company policies.
• Monitor and address disputed transactions and shipping issues, coordinating with logistics teams to track and resolve discrepancies.
• Collaborate with warehouse and inventory teams to confirm stock availability, track fulfillment progress, and update customers on order status.
• Document daily after-hours activities, prepare follow-up communications, and maintain detailed customer interaction records.
• Assist sales teams with order processing, payment inquiries, and basic technical support, escalating complex issues as needed.
• Analyze customer feedback and support trends to identify areas for process improvement and enhance service quality.
• Develop and update self-service resources (e.g., FAQs, knowledge base articles) to reduce ticket volume and empower customers.
• Participate in cross-departmental meetings to align customer service with sales, marketing, and operational goals.
• Support training initiatives by sharing insights on common customer pain points with the team.
• Ensure a complete post-sale experience for every customer by closing out all open items and deliverables, and proactively reaching out for surveys, feedback, and reviews to enhance satisfaction and loyalty.

Qualifications :

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Training, and Quality Assurance

Industries

Surveying and Mapping Services and Aviation and Aerospace Component Manufacturing

Benefits

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