Technical Customer Success Specialist

3 weeks ago

Burnaby, Canada Candrone Full time

**About Candrone**

Join us at Candrone, North America's largest and fastest-growing robotics consultancy specializing in UAV solutions for Enterprise drone sales, consulting, rentals, and training. As part of our dynamic team, you'll primarily focus on contributing to Candrone's innovative projects and initiatives, shaping the future of UAV technology and services.

We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. We care about fostering an environment where personal and professional growth is just as important as business growth.

**About the Role**

As a **Technical Customer Success Specialist**, your primary responsibility is to provide outstanding support to both customers and internal teams. Your duties include managing customer communications, assisting with onboarding processes, and ensuring smooth execution of product demonstrations to boost sales. Additionally, you will be responsible for maintaining rental equipment, processing orders, and offering prompt troubleshooting and technical support. Your ultimate objective is to foster a positive and professional customer experience, underscoring the company’s dedication to long-term customer success.

**Roles and Responsibilities**
- Handle incoming support and training requests via phone, chat, and ticket updates.
- Serve as the primary customer liaison, ensuring smooth communication across teams and resolving order and delivery issues.
- Pre-screen and distribute leads to the Sales Team.
- Support pre-sale product demonstrations and technical sales calls as a product specialist.
- Lead customer onboarding from technical evaluation to product demonstrations, ensuring customer goals are met.
- Troubleshoot equipment issues from installation to operational use while maintaining deep product knowledge.
- Conduct product testing, report bugs, and provide actionable feedback to development teams.
- Act as the voice of the customer by communicating needs, challenges, and feature requests to product and engineering teams.
- Manage high-priority technical issues by coordinating with internal teams for timely resolution and long-term solutions.
- Ensure customer success through proactive check-ins, usage reviews, and feature updates.
- Drive expansion by supporting sales and providing excellent customer service.
- Create and maintain accurate technical support articles, FAQs, and troubleshooting guides.
- QA/QC rental equipment to ensure it is fully operational.
- Manage administrative tasks, including vendor onboarding, payment processing, and accounts receivable collections.
- Work cross-functionally with other departments to foster community and information sharing.
- Contribute to initiatives outside of customer interactions that enhance the overall customer experience (both low-touch and high-touch).
- Meet KPI objectives set by the Customer Experience Manager.
- Other duties as assigned.

**Experience Requirements**:

- Diploma or Certificate in business or technical disciplines is preferred.
- Previous experience in highly technical roles in hardware or software solutions is mandatory.
- 1-2 years of experience in a customer service role or similar.
- Demonstrated ability to manage and resolve customer complaints and conflicts effectively.
- Proficiency in using CRM systems is considered an asset.
- Familiarity with help desk software and ticketing systems is considered an asset.
- Previous experience in the UAS industry is preferred. - Transport Canada RPAS Basic license or willing to obtain license.
- Experience in gathering and analyzing customer feedback to improve service quality.

**Competencies**:

- Excellent verbal and written communication abilities.
- Strong active listening skills to understand and address customer concerns.
- Analytical thinker with the ability to troubleshoot and resolve issues.
- Resourceful in finding solutions and utilizing available tools.
- Ability to build rapport and maintain positive customer relationships.
- In-depth knowledge of our products/services.
- Proficient in using customer service software and CRM systems.
- Flexible and willing to adapt to changing environments and processes.
- Strong prioritization skills to manage multiple tasks.
- Collaborative and supportive team member.
- Willing to share knowledge and assist colleagues.
- Dedicated to providing excellent service and ensuring customer satisfaction.
- Proactive in addressing and anticipating customer needs.
- Accurate and precise in providing information to customers.

**Physical Requirements**:

- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 50 pounds at times.
- Ability to travel.

Pay: $55,000.00-$60,000.00 per year

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