Customer Support Specialist

Do you want to dive into the fast-growing industry of drones and get a rewarding experience in a dynamic start-up environment?

At Flyability, we believe that robots should be sent into hazardous places and dangerous situations instead of humans. To support our belief, we created Elios, the world’s first collision-tolerant flying robot that for the first time allows remote entry to complex and indoor spaces. With more than 100 employees, Flyability is the pioneer in the UAV indoor inspection industry. Joining Flyability is not just taking on a new job, it is seizing the opportunity to improve the life of millions of people and build the future of robotics.

To complete our creative and dynamic team in Lausanne, we are seeking a:

Customer Support Specialist (100%)
Starting date: as soon as possible

Your role:

Your mission will be at the front line of our customer service department, answering questions and requests from hundreds of customers around the world. After your training on the technical aspects of our products, your goal will be to make them successful by giving them technical advice, understanding and solving their issues. Aside from the customer facing aspect, you will also be the IT referent for the Customer Support team, gathering and sharing information and knowledge within the team as well as writing customer oriented articles for our knowledge base.

You will report to the Head of Customer Support.

What you will own:

• Support customers and internal stakeholders by answering Incoming requests through the ticketing system and/or phone conversation
• Reports field issues to Quality and R&D teams
• Identify field issues root causes with the help of Quality, R&D and other teams as needed
• Share gathered knowledge with the Customer Support team and others when needed
• Redact knowledge base articles for customers purpose and internal use
• Follow up on repairs and maintenances done at Flyability HQ / Proceed with simple repairs
• Follow up of customers spare parts orders

Your profile:

• 3-5 years of experience in a technical support or field technician related position
• Education level: Degree in IT, electronics, automation, robotics or any other related technical branch
• Very good written and oral command of English. Fluency in French or any other language is an asset
• Technical knowledge in IT, electronics and automation, robotics. System oriented
• Computer understanding, capable of understanding customer software issues, capable of understanding basic networks and cloud server architectures
• Technical writing abilities
• Strong customer communication skills
• High level of proactivity, curious, detail oriented
• High level of organization and autonomy

Flyability is a young Swiss company that values independent thinking combined with a collaborative spirit. Every day, you will have the opportunity to share your ideas and contribute to solving problems. We all work together, and each voice is important to move forward.

Ready to join?

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply —regardless of your past experience or resume, we'd love to hear from you.