Senior Customer Technical Support Representative - South Jordan, United States - Teal Drones Inc

Description

Senior Customer Technical Support Representative

Teal Drones, a wholly-owned subsidiary of Red Cat Holdings, is looking to fill an immediate position for a full-time Senior Customer Technical Support Representative.

This role is pivotal in providing top-notch customer service and technical support to Teal Drones' diverse clientele in various sectors, including defense, public safety, and government security organizations.

As Teal Drones continues its rapid expansion in the technology sector, the chosen candidate will play a crucial role in ensuring customer satisfaction and product success.

Duties and Responsibilities:
Provide front-line customer support via phone, email, and chat channels, addressing inquiries from Teal customers promptly and effectively
Collaborate closely with Production and cross-functional engineering teams throughout the design, build and testing phases.
Manage inbound support calls and escalate field issues through Support Management channels.
Enter Log Return Merchandise Authorizations (RMAs), record support calls, and ensure thorough follow-up on general technical questions.
Conduct hardware testing and facilitate continuous improvement efforts alongside technical and operational teams.
Coordinate the reporting of trending statistical data to quality teams, facilitating issue tracking and providing customer updates.

Assist in coordinating the messaging and delivery of field updates to customers, ensuring clear and timely communications regarding product enhancements or changes.

Other duties as assigned.


Requirements:

A bachelor's degree in a relevant field such as engineering, computer science, or a related discipline is preferred but not required.

Equivalent work experience will also be considered.
Proficiency in Microsoft Office Products, with the ability to utilize tools such as Word, Excel, and Outlook effectively.
Experience with Salesforce or similar CRM platforms is preferred.
Drone Experience is considered a plus, demonstrating familiarity with UAV technology and operations.

Possession of an FAA Part 107 Certificate or a willingness to study and test to become FAA Part 107 licensed drone pilot.

Must have excellent communication and documentation skills.
Minimum of5 years of customer service experience, demonstrating a proven track record of effectively resolving customer inquiries and issues.
Ability to demonstrate technical aptitude and proficiency in troubleshooting.
Comfortable multi-tasking in a fast-paced environment, maintaining attention to detail and efficiency.
Physical

Requirements:
Ability to lift and carry objects weighing up to 40 lbs.
Stamina to stand, walk, and move around for extended periods.
Agility to navigate various workspaces and equipment setups.
Manual dexterity and hand-eye coordination for handling hardware and tools.
Comfort with occasional bending, kneeling, or reaching to access equipment or materials.
Ability to maintain focus and attention to detail during repetitive tasks.
This position will require successfully completing a post-offer background check.

Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.

EEO and ITAR/EAR Work Authorization Disclosure

Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR).

Successful candidates for positions subject to ITAR/Ear restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.

Job Type:
Full-time

Pay:
$31.25 – $43.27 per hour
401(k)
Flexible spending account
Health insurance
Health savings account
Paid time off
Vision insurance

Schedule:
8 hour shift

Application Question(s):
Do you currently hold a valid Part 107 Pilot's License, or would you be willing to obtain one?
What range are you targeting for this position, based on what you know about it now? (It is understood that your targeted pay range may be negotiable based upon the responsibilities of the position, but a range is required to be considered.)

Experience:
customer service: 5 years (Required)


Ability to Commute:

Ability to Relocate:

South Salt Lake, UT 84115:
Relocate before starting work (Required)

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