Customer Support Representative

Charlotte, NC, United States

Lucid Drone Technologies | Full time

**Customer Support Representative**

Charlotte, United States | Posted on 01/20/2022

{{getI18n("zr.cw.refertofrnd")}} {{getI18n('zr.careers.publicpage.meta.viewapplication')}} {{getI18n(data[0].applynow)}}

Work Experience 1-3 years **Job Description**

We are looking for a resourceful and energetic Customer Support Representative that thrives in a fast-paced startup environment. The successful candidate will play a key role in achieving our customer experience and satisfaction objectives and will get in on the ground floor of our rapidly growing team with multiple career paths available.

The ideal candidate will ensure our customers and community receive the highest quality support and customer experience. You will become an expert on our product offerings and business model to provide expert advice and troubleshooting to our customers via email, chat, and phone. You will contribute to operational projects to improve our customer-facing tools, our internal processes, and the overall product itself as it evolves. You will also master internal customer experience and CRM tools and ensure the voice of our customers is heard.

**Requirements**

* Strong passion for customer happiness, retention and service quality. Constantly strive to eliminate customer pain points, resolve problems and leave your customers happier than you found them

* Organized and diligent in following up on action items, cataloging issues, and contributing to program initiatives

* Strong people skills you are friendly, empathetic, a good listener, and you're invigorated by constant personal interaction

* Technical aptitude as it relates to the basic understanding of engineered solutions equipment and related tools

* Entrepreneurial work ethic; Provide hustle, passion & the ability to thrive in a fast-paced environment

* Team spirit; you seriously care about what you do and appreciate collaborating with your colleagues

* Must be teachable and a quick study

* College Degree (BA/BS) Preferred

* 1-3 years of experience in a similar customer-facing role

* Familiarity with customer service tools (Zendesk, CRM, etc) is a plus

**Responsibilities**

Customer Support:

* Effectively respond to customer inquiries via phone, email, and chat

* Appropriately track issues, assist in trend analysis, and program improvement

* Contribute to the build out of training materials and process SOPs to better handle and resolve customer/patient issues

* Effectively communicate to ensure that all customers have a unique and memorable experience at every touch point with the brand

* Offer suggestions and insights from analysis to help guide organization decision makers

* Work with Engineers and Product Managers to identify feature requests and deliver customer solutions

Relationship Management:

* Build & strengthen customer relationships through consistent and pleasant customer experiences

* Serve as brand ambassador for Lucid Drone Technologies, exemplifying our value proposition, mission, and values through every interaction

* Develop and maintain a thorough understanding of Lucids product and services; become a product expert

* **Enhance the reputation of Lucid, improving the likelihood of referral of our services to others**

**Benefits**

Healthcare: Lucid offers healthcare through United Healthcare. We offer four different medical plans, one dental plan, and one vision plan.

Retirement Plan: Lucid offers an employer matching SIMPLE IRA up to 3% of compensation through Vanguard.

Paid Time Off: Lucid offers Paid Time Off for all employees.

{{getI18n('zr.careers.publicpage.meta.viewapplication')}} {{getI18n(data[0].applynow)}} {{userData.full_name}} {{userData.role.name}}, {{userData.profile.name}} **{{getI18n("crm.sme.skill.list.head.experience")}}**

{{getI18n('crm.auditlog.skillset')}} {{getI18n('crm.sme.skill.list.head.experience')}} {{getI18n('crm.sme.skill.list.head.last.used')}} {{getI18n('crm.sme.system.skill')}} {{getI18n('crm.auditlog.skillset')}} {{getI18n('zr.skillset.proficiency')}} {{getI18n('crm.sme.skill.list.head.experience')}} {{getI18n('crm.sme.skill.list.head.last.used')}} {{getI18n('zr.candidateportal.skillname.mandatory')}} {{getI18n('zr.candidateportal.skillname.unique')}} {{getI18n('zr.cl.iam.error.morethanmaxlength',255)}} {{getSkillProficiencyFromLevel(skill.body.level,'i18n')}} {{getI18n('crm.contactus.option.None')}} {{getI18n('crm.sme.skill.level.master')}} {{getI18n('crm.sme.skill.level.intermediate')}} {{getI18n('crm.sme.skill.level.beginner')}} {{if(skill.body.exp,getI18n('crm.indeed.workexp.years',skill.body.exp),getI18n('-None-'))}} 1 {{getI18n('crm.year.lower')}} {{getI18n('crm.indeed.workexp.years',exp)}} {{if(skill.body.lastUsed,skill.body.lastUsed,getI18n('-None-'))}} {{getI18n('crm.contactus.option.None')}} {{year}} **{{getI18n('crm.sme.refine.suggested')}}**

* {{suggSkill}}

{{getI18n('zr.candidateportal.add.skills')}} {{getCombinedSkillNames(skills,30,is_skill_name_double_encode)}}

* {{if(is_skill_name_double_encode,getTextContentFromHTML(unescape(skill.name)),skill.name)}}

{{getI18n('zr.skillset.proficiency')}} - {{getSkillProficiencyFromLevel(skill.level,'i18n')}}

{{getI18n('Experience in years')}} - {{skill.exp}}

{{getI18n('crm.sme.skill.list.head.last.used')}} - {{skill.lastUsed}}

{{initializeFilterSkillsLength()}} {{initializeFilterSkillsLength()}} {{increaseFilterSkillsLength()}} * {{trimContent(skill.name,25)}} {{skill.name}}

* +{{arithmetic(getFilterSkillsLength(skills),num_tags,'-')}}

{{trimContent(currentJob.location,25)}} {{currentJob.location}} {{trimContent(currentJob.description,150)}} {{currentJob.description}} {{trimContent(currentJob.location,25)}} {{currentJob.location}} {{trimContent(currentJob.description,150)}} {{currentJob.description}} {{trimContent(currentJob.location,25)}} {{currentJob.location}} {{trimContent(currentJob.description,150)}} {{currentJob.description}} {{trimContent(location,25)}} {{location}} ****

{{trimContent(type,25)}} {{type}}

**Job Description**

{{unescape(sanitizeHTML(descriptionHTML))}} {{unescape(removeUnwantedCss(org_info.description))}} {{org_info.description}}