What are the responsibilities and job description for the Customer Success Specialist position at Paladin?
About The Job
Paladin is revolutionizing public safety with autonomous drone technology. Our mission? To be on the frontline of emergencies within 90 seconds. When someone dials 911, our drones take flight, providing first responders with a real-time overhead view of the situation, amplifying their situational awareness and hastening response times. Leveraging LTE for unlimited range and control, our drones currently answer the call of duty over 250 times each week across multiple cities. Our vision is ambitious: within the next decade, our technology will be an essential tool for first responders in every city worldwide. As a tight-knit, passionate, and forward-thinking team, we are committed to pushing the boundaries of UAV tech and making a monumental difference in a rapidly advancing domain.
Role Summary
We are seeking a highly motivated and customer-focused individual to join our growing team as a Customer Support Specialist. As a key member of our Customer Success team, you will be responsible for providing exceptional service to our clients, primarily within the public safety sector. You will help resolve technical issues, answer inquiries, and ensure customers are well-supported in using our software and products.
Key Responsibilities:
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Paladin is revolutionizing public safety with autonomous drone technology. Our mission? To be on the frontline of emergencies within 90 seconds. When someone dials 911, our drones take flight, providing first responders with a real-time overhead view of the situation, amplifying their situational awareness and hastening response times. Leveraging LTE for unlimited range and control, our drones currently answer the call of duty over 250 times each week across multiple cities. Our vision is ambitious: within the next decade, our technology will be an essential tool for first responders in every city worldwide. As a tight-knit, passionate, and forward-thinking team, we are committed to pushing the boundaries of UAV tech and making a monumental difference in a rapidly advancing domain.
Role Summary
We are seeking a highly motivated and customer-focused individual to join our growing team as a Customer Support Specialist. As a key member of our Customer Success team, you will be responsible for providing exceptional service to our clients, primarily within the public safety sector. You will help resolve technical issues, answer inquiries, and ensure customers are well-supported in using our software and products.
Key Responsibilities:
- Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy
- Effectively utilize company systems like Asana, Hubspot, Firestore, Tailscale, Ngrok to properly assist customers
- Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels
- Communicate with customers and partners using email, chat and phone calls
- Act as voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineer teams
- Discover ways to improve productivity for the Customer Success Team
- Proactively find ways to avoid recurring customer issues by recommending changes to improve process, knowledge base content and customer education
- Become an expert on Watchtower and Drone Solution Platforms utilized by Paladin Drones
- Strong sense of ownership and responsibility
- Brings positivity to our business with an appetite to grow
- Familiarity with ticketing systems
- Ability to apply logical problem-solving skills to isolate and resolve issues
- Strong written and verbal communication skills
- Attention to detail and strong analytical skills
- Instinct to problem solve
- Highly motivated and able to work independently in the context of a team
- Strong work ethic with high standards of quality
- Ability to concisely and accurately communicate solutions or complex topics
- Knowledge of Part 91/107 Operations related to Drone use in the NAS (National Airspace)
- Availability to answer inquiries 24/7 to support Public Safety Operations
- 1 year experience in a support/service role preferred
- Part 107 Certified
- Experience and familiarity with DJI Enterprise level drones (e.g., Matrice 300, Matrice 350, Matrice 30T, Matrice 3TD...)
- Experience and familiarity with DJI docking stations
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