MicaSense looking for customer support manager
The role of the Customer Support Manager (CSM) is to be a MicaSense Expert! MicaSense is a Seattle-based company, rapidly expanding to service a growing demand for its state-of-the-art multispectral imaging and data solutions. We strive to provide the highest level of technical support to our customers – responding to and anticipating their needs for an overall positive experience. The CSM will ensure our customers have the tools and support they need from the moment they receive their product. As the first point of contact for all the customer needs, you’ll handle everything ranging from basic hardware questions, more complex integrations into a wide variety of platforms, all the way to our cloud-based data processing and analytics platform. The best part? You’ll have the resources of field experts, scientists, and engineers – all in our office!
Responsibilities
- Be the “go to” for all customer support operations
- Work both independently and with a team to resolve support tickets – ensuring response times are minimized, proper information and best practices are shared, and any follow up actions are completed in a timely manner
- Identify areas of improvement in the company and assist in creating and implementing solutions
- Troubleshoot issues related to our product integration with unmanned aircraft systems, mechanical integration, data transfer, and/or connectivity issues
- Create technical articles for customer knowledge base and training programs
Qualifications
We expect you to:
- Have a minimum of 2 years of customer service or technical support; a technical degree is a plus
- Exceptional written and verbal communication skills
- Be flexible and have a positive and professional attitude to work well on a team
- Know how to provide clear and understandable technical support for complex applications
- Be a people person, connecting directly with customers on a continuous basis
- Display an ability to troubleshoot and have strong problem solving skills
Our dream candidate offers:
- Interest in drones and technology! Our company is on the forefront of technology advancements and we work closely with everyone from drone integrators to new tech adopters
- Some personal or professional experience with unmanned aircraft or drones either professionally or as a hobbyist
- Experience working with GIS, remote sensing systems, or similar cloud-based software analytics
