Manager – Technical Support – Dedrone by Axon
| Company | Axon |
|---|---|
| Location | Dulles, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree or equivalent work experience
- 5+ years of experience in a customer facing role
- 3+ years of experience of managing customer support teams or relevant Axon Customer Support experience
- 2+ years of experience working with incident ticketing / tracking systems
- Experience with the software / connected device industry
- Excellent communication and negotiation skills, with the ability to provide advice to non-technical aware customers
- Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
- Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Basic knowledge and understanding of cloud computing solutions, network elements, and Linux as OS
Responsibilities
- Assist in developing procedures and policies aimed at improving the handling of customer correspondence and complaints, in collaboration with the direct management.
- Support the monitoring of business and process metrics to assess and enhance the effectiveness of technical support and customer service efforts.
- Analyze top issues and trends from Salesforce, Zendesk, JIRA, and other systems, identifying areas for improvement and opportunities for targeted training initiatives.
- Collaborate with the Director of Support to oversee and maintain the performance of the Dedrone by Axon Support team across multiple cities and countries.
- Maintain a thorough understanding of Dedrone by Axon’s products, systems, and processes, ensuring alignment with team activities.
- Coordinate with internal teams to schedule meetings focused on resolving technical failures and addressing customer concerns.
- Collaborate with the team to identify new tools and technologies that can enhance customer service and improve overall customer experience.
- Assist in conducting monthly and quarterly reviews of key metrics and customer-focused OKRs, identifying opportunities for improvement and alignment with business goals.
- Daily issue triage and escalation handling
- Oversee RMAs in collaboration with the Operations team, ensuring smooth processes and timely resolutions
- Provide leadership and guidance in managing, monitoring, measuring and improving Customer Support experience
- Regular meetings with direct management to ensure alignment of goals and progress.
- Conduct regular 1:1 meeting with team members, providing guidance and support for their professional development.
Preferred Qualifications
- Experience with RF technology and knowledge about UAV protocols and drone standards are a plus
Benefits
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No information provided on Benefits.