Working for GoPro is like college all over again trying to cram for finals. There’s bros a-plenty and tons of coffee with even more goals and deadlines. That being said, this kind of work style is where I thrive. The company maintains a fast-paced environment with a modern workplace and team. Their products are awesome to work with and offer great experiences as well as opportunities to learn and grow. Here’s some things I was able to accomplish during my role at GoPro:

 

LEAD SUPPORT REPRESENTATIVE – DRONE

  • Assist fellow representatives with drone-specific customer cases
  • Develop solutions for third-party FPV compatibility issues
  • Respond to escalations regarding HERO3+ update release

DRONE SPECIALIST RECRUITING ASSISTANT

  • Define role responsibilities
  • Review desired qualifications and prior experience
  • Spread and post open position to various platforms

LAB G INITIATION

  • Analyze the ins and outs of current drone build
  • Generate possible customer issues
  • Brainstorm troubleshooting solutions

DRONE SUPPORT DEVELOPMENT

  • Research drone competitors support systems
  • Curate FAQs based on research and cater them to Karma
  • Define GoPro’s status in regards to FAA laws and regulations

VIDEO TUTORIAL SCRIPTING

  • Gather teammates and organize video structure
  • Compile scripts using un-released content
  • Revise writing per review of Senior Technical Writer

TEST FLIER AND ANALYZER

  • Travel to secret flight testing area
  • Fly Karma quadcopter while testing performance and handling
  • Form an analysis based on general deductions from experience

KARMA TRAINING DESIGNER

  • Develop interactive learning experience
  • Adapt drone knowledge into modular compartments
  • Refine and revise information for distribution

LEAD TRAINER

  • Summarize released information to Senior Product Managers
  • Create updated hand out trainings based on gathered information
  • Lead team in trainings on Karma Controller presentations

WEBSITE CONTENT CREATOR

  • Provide a linear template for a customer to understand the Karma ecosystem
  • Categorize information for comprehension from a customer’s perspective
  • Develop website copy for each new-released product

OTA TESTING

  • Flash Karma Controller units using Ubunto commands
  • Initiate updating sequence and test variable issues
  • Document update issues for later analysis

KARMA SPECIAL PROJECTS

  • Attend weekly in-depth meetings concerning FLAT and KIBANA
  • Master both tools for efficiency and deduction
  • Relay information to reps via training modules

EVENT DRONE SPECIALIST

  • Master all karma features and FAQs
  • Interact with visitors and promote brand energy at Las Vegas event
  • Demo products for crowd attention

HEAD TRAINER

  • Deliver basic training to entire team of 30+ representatives
  • Monitor four first-time pilots simultaneously
  • Document pilot’s experiences and footage captured with Karma

KARMA SUPPORT QA 

  • Run SalesForce report for Karma-related cases
  • Contact GoPro representatives based on necessary corrective actions
  • Follow up to ensure proper information is given to customers

LOG TRAINING DEVELOPER

  • Acquire knowledge and understanding of Kibana and GoPro’s Flight Log Analysis Tool
  • Practice various situations using serial numbers and log files
  • Develop one-pagers to help qualified representatives utilize tools

FLIGHT VALIDATION 

  • Fly five drones at once to test for power off scenarios
  • Document flight numbers and contribute stats to management
  • Setup and tear down products for shipment purposes

KARMA RECALL ORGANIZER

  • Define Customer Support criteria and information required for recall
  • Setup online document for collaborative editing
  • Maintain contact with customers to ensure they receive a courtesy camera

 

September 8th, 2015  →  Present