GeoSearch is actively seeking a UAV Technical Support Specialist. This role is the primary point of contact for diverse enterprise drone solutions (ready-to-fly packages, payloads, software, accessories) for clients in public safety, industrial inspection, agriculture, construction, and more. You will answer technical questions, troubleshoot complex hardware and software issues through our support portal, and contribute to our knowledge base. The goal is to ensure the highest level of technical support and responsiveness for integrating entire drone systems. 

It is preferred that this candidate reside in the greater Los Angeles, CA area, but remote candidates who meet all requirements will also be considered.

Key Responsibilities

• Respond to escalated customer inquiries and concerns via phone, email, or chat, providing timely and empathetic resolutions.
• Process refund, replacement, cancellation, and chargeback requests with accuracy, ensuring compliance with company policies.
• Monitor and address disputed transactions and shipping issues, coordinating with logistics teams to track and resolve discrepancies.
• Collaborate with warehouse and inventory teams to confirm stock availability, track fulfillment progress, and update customers on order status.
• Document daily after-hours activities, prepare follow-up communications, and maintain detailed customer interaction records.
• Assist sales teams with order processing, payment inquiries, and basic technical support, escalating complex issues as needed.
• Analyze customer feedback and support trends to identify areas for process improvement and enhance service quality.
• Develop and update self-service resources (e.g., FAQs, knowledge base articles) to reduce ticket volume and empower customers.
• Participate in cross-departmental meetings to align customer service with sales, marketing, and operational goals.
• Support training initiatives by sharing insights on common customer pain points with the team.
• Ensure a complete post-sale experience for every customer by closing out all open items and deliverables, and proactively reaching out for surveys, feedback, and reviews to enhance satisfaction and loyalty.

Qualifications:

• Associate's or Bachelor's degree in IT, Computer Science, or related field preferred; relevant industry experience is prioritized.
• 1–2 years of experience in technical support, preferably in drone/UAV, hardware, or tech products.
• Strong knowledge of networking, software applications, basic electronics, and drone systems; FAA Part 107 certification a plus.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in tools like Zendesk and Pipedrive.
• Must be authorized to work in the U.S.
• Ability to work flexible hours, including occasional evenings for urgent support.

What We Offer:

Competitive salary: $55,000–$70,000 annually, based on experience.

Comprehensive health, dental, and vision insurance.

401(k), paid time off, and professional development opportunities.

On-site perks including free snacks, team-building events, and a modern office setting

Opportunities for growth into senior support or product roles.