Job description
Job Title: L2 CRM Agent (Drone Support)
Location: Bangalore
Experience: 2–4 Years
Salary Range: ₹4 LPA – ₹4.7 LPA
Role Overview
We are looking for a proactive and customer-focused L2 CRM Agent to join our Drone Support team. In this role, you will be the critical bridge between our customers, field technicians, and internal teams — ensuring fast, accurate, and satisfying resolutions to every support interaction. You will own complex and escalated tickets, provide advanced troubleshooting, and play a key role in upholding our high standards of customer experience in the drone industry.
Key Responsibilities
▪ Attend to customer support tickets and gather all necessary data directly from customers.
▪ Provide resolutions for issues raised or escalate them to specialised teams when required.
▪ Follow up on customer communications, including emails, to ensure timely updates and satisfaction.
▪ Collect payment details from customers for dispatched materials.
▪ Take ownership of tickets unresolved at the L1 level, providing advanced troubleshooting and solutions.
▪ Collaborate with technicians to assist in drone repairs, offering technical input where applicable.
▪ Support customers with operational guidance, leveraging strong knowledge of drone flying.
▪ Apply knowledge of log analysis to diagnose and resolve issues.
▪ Handle multiple customer queries simultaneously while maintaining high levels of accuracy and customer satisfaction.
▪ Troubleshoot and resolve customer issues remotely, primarily through calls, ensuring first-contact resolution wherever possible.
Skills & Competencies
▪ Strong knowledge of drone flying, operations, and maintenance.
▪ Good communication skills for effective customer interaction across all channels.
▪ Hands-on capability in repairing and diagnosing drone hardware issues.
▪ Ability to work collaboratively with technicians and cross-functional teams.
▪ Ability to quickly learn and adapt to the technical and operational aspects of drone systems.
▪ Strong multitasking skills — capable of managing parallel customer interactions without compromising quality.
▪ Comfortable with remote troubleshooting and issue resolution, especially via voice/call support.
Requirements
▪ Experience: Minimum 2+ years in Customer Support / Customer Service Executive roles.
▪ Remote Support: Prior hands-on experience in troubleshooting and resolving customer issues on a remote basis, preferably through calls.
▪ Technical Aptitude: Demonstrated interest and ability to quickly grasp the technical aspects of drone-related products and services.
▪ Multitasking: Proven ability to handle multiple customer queries in parallel while ensuring consistently high customer satisfaction.
▪ Industry Exposure: Prior experience in drone, agri-tech, or hardware support domains is an added advantage.
Why Join Us?
Be part of a fast-growing team at the forefront of drone technology and innovation. You will gain deep technical exposure to cutting-edge drone systems while building a strong customer success career. If you are passionate about solving real-world problems and thrive in a dynamic, tech-driven environment — this role is for you.
Pay: ₹400,000.00 - ₹470,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
