Job Description

• Manage all incoming calls.
• Identify and asses customers needs to achieve satisfaction.
• Build sustainable relationship and trust with customer accounts through open, transparent, and interactive communication.
• Maintain a track of all Asteria Clients and escalate any issues to appropriate internal teams.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution is provided in short time.
• Make outgoing calls every 15 days to keep a track on a Asteria UAVs. Provide necessary support and create proper ticketing if any issues found.
• Arrange remote support via video calls with internal team and clients whenever necessary.
• Keep a track on serviceability of Asteria UAVs by sending service letters and following up with Asteria trained Pilots and Asteria Aerospace internal team.
• Take proper documented feedback from customer every month to ensure the credibility of Asteria Aerospace UAVs.
• A consolidated report shall be submitted to the reporting manager every day about the progress of task assigned.
• Adhere to company’s rules and regulations.

Specific Responsibilities

• Take all incoming calls and give proper resolution to the issues addressed, if required escalate the issue by creating a ticket.
• Follow up with open tickets and get the tickets closed according to the Service Level Agreement.
• Document all incoming letters and outgoing letters and other internal documents.

Reporting Tasks

• Number of calls/responses received per day from the customer. 
• Number of issues and requests closed per day. 
• Status on system operation conditions at customer location. 
• Customer feedbacks received and documented. 
• Customer issues related to the delivered systems to be categorized and documented. 
• Reports to be presented on System warranty/AMC and SLA’s along with service records. 
• System maintenance and Service plan. 
• Shall report if there has been any incident or mishaps during flight operations and shall prepare an Incident Report (IR). 
• Day to day report shall be maintained on all the active customers of Asteria. 

Qualifications

• B. E/ B.Tech in Aeronautical Engineering or Equivalent

Relevant Experience

• 1-2.5 Years in Customer Support 

Desired Skills & Characteristics

• Excellent communication and presenting skills.
• Good problem-solving abilities. 
• Good knowledge in MS Excel, MS Word, MS Powerpoint and MS Office.
• Shall be patient, empathatic and passionately communicative.
• Ability to do multi-task, prioritize and manage time effectively.
• Strong listening skills.
• Should know to speak English and Hindi fluently.

Skills Required

• Microsoft Office
• Microsoft Excel
• Presentation skills