Customer Support Specialist

AlarisPro Inc Baltimore, MD
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COMPANY BACKGROUND
Located in Baltimore, Maryland, AlarisPro is the leader in Unmanned Aircraft Systems (UAS) Operations and Fleet Management. We offer Software as a Service (SaaS) to UAS operators, maintainers, and manufacturers empowering them with the critical data needed to maintain and optimize their fleets, unmanned systems and subsystems. AlarisPro uses a combination of Cloud Based software, Mobile Application software, Cloud Based API’s, IOT Devices and Cloud Based Data Storage to provide our customers with the system reliability information they need to fly safely.

WORK SCOPE
AlarisPro has an immediate need for a Customer Support Specialist (CSS). A qualified candidate must be entrepreneurial and hungry to thrive in a rapidly changing environment.

The CSS is responsible for supporting AlarisPro customers by fielding questions, requests, and troubleshooting any issues that may arise, to drive adoption, usage, and long-term customer loyalty. The CSS will also assist with onboarding new customers.  You will be a subject matter expert on the AlarisPro platform and train customers on functionality and best practices

Responsibilities include but are not limited to:
Take full ownership of customer needs and apply critical thinking and problem-solving skills to determine the appropriate approach and identify a solution 
Communicate updates and resolutions to both internal and external customers in a timely and professional manner 
Assist with onboarding new customers, ensuring they are set up for future success with the software
Stay informed on product updates and new features to ensure customers are aware and if need be, trained, to ensure they are achieving maximum product value 
Serve as the eyes and ears of the customer for internal teams to assist with continuous improvement and future product development 

Minimum Requirements:
Must be a US Citizen
Minimum 3+ years' experience in a customer support, account management or similar role 
Candidates must be highly motivated, possess outstanding communication skills and be willing to work in a fast-paced, dynamic and growing environment 
Experience supporting or working with technical products
Ability to have complex productive conversations and build and maintain customer relationships
Self-motivated, problem solver, proactive, disciplined, fast learner and organized with impeccable attention to detail
Professional written and verbal communication
A customer-first mindset
Proficient with Microsoft suite of products

Desirable Skills:
Previous experience with a technology or SaaS product
Project management or implementation experience a plus 
Bachelor’s Degree a plus 
• Familiarity with HubSpot or other CRM software

BENEFITS AND PERKS
• Competitive compensation 
Comprehensive benefits package including:
       Medical insurance with HSA
       Dental insurance
       Vision insurance  
      Company paid basic life insurance 
      Company paid short and long-term disability insurance 
      Safe Harbor 401(k) plan with company match 
11 paid company holidays 
Paid time off, paid sick time, and paid volunteer days 
Professional development and tuition assistance  
Friendly work environment 

AlarisPro is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced industry. Join our growing team and apply today!

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