Job Description
Job Description
The Technical Support Manager serves as the primary point of contact for diverse drone solutions for clients in public safety, industrial inspection, agriculture, construction, and more. This role answers technical questions, troubleshoots complex hardware and software issues through the support portal, and contributes to the knowledge base. The goal is to ensure the highest level of technical support and responsiveness for integrating entire drone systems while leading the customer service department to establish best practices.
Key Responsibilities:
• Lead and run the customer service department by creating processes, training materials, and establishing standard operating procedures (SOPs) to ensure consistent, high-quality support.
• 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.
• 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 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.