Support Specialist (FPV drones) in NEJET

NEJET is a Ukrainian manufacturer of UAVs (FPV kamikaze, air defense drones, fiber optic drones, ground stations, antennas and related equipment). We develop innovative technological solutions, in particular in the field of radio communication, guidance systems.

Since 2023, our company has been a system supplier of UAVs for units of the Defense Forces, foundations and military units.

We are looking for a user support specialist who has practical experience or a deep understanding of FPV drones and is able to qualitatively assist customers in solving both technical and service issues questions.

Main tasks:

• Processing of incoming customer requests: fast and high-quality communication in chats, mail, social networks or phone
• Resolving technical incidents (L1/L2 support): initial diagnosis of problems, customer assistance, creation and maintenance of tasks in Odoo
• Support of "difficult" customers: work with complaints, negative and conflict situations
• Maintenance and development of the knowledge base: creation of instructions, FAQ, articles and materials for the Help Center
• Collection and transfer of feedback from customers to development and production teams (in particular regarding FPV drones, components and operation)

KPI roles:

• Time of the first response to the customer
• Evaluation by the customer of the quality of problem solving
• Full time closing the request / incident

We expect:

• Practical experience or solid knowledge in the field of FPV drones (assembly, configuration, operation, typical problems)
• Understanding the basic principles of drone operation, radio communication, firmware, components
• Experience in customer support or technical support will be an advantage
• Ability communicate clearly, calmly and structured, in particular in stressful situations
• Ability to work with ticket systems (experience with Odoo is a plus)
• Orientation on the client and results

We offer:

• A clear role with clear KPIs
• Real impact on the quality of the service and product
• Official employment according to Employment benefits
• 24 calendar days of paid vacation per year and paid sick days
• Reservations
• Medical insurance