Customer Support and Training Specialist 

Full Time

ABOUT THE ROLE
We are looking for a Customer Support and Training Specialist to assist our customers with technical questions when using our products and services and ensure our high product quality standards are maintained. Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. You will also work closely with the software development team to ensure all software features meet the needs of our customers.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software and issue tracking systems. Ultimately, you will reinforce our reputation as a company that offers excellent customer support and maintains high quality standards.


ESSENTIAL ROLES AND RESPONSIBILITIES

  • Respond to customer queries in a timely and accurate way, via phone, email or online chat
  • Identify customer needs and help customers use specific features
  • Support and train new and existing dealers
  • Test software releases to ensure they meet product specifications
  • Analyze and report product issues
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Attend industry trade shows, conferences and dealer clinics as required
  • Help drive product roadmap direction by advocating the needs of the market
  • Perform tasks as specified by management
  • Communicate effectively with all stakeholders
  • Other related duties as required

COMPETENCIES

  • 3-5 Years experience as a Customer Support Specialist or similar role
  • Experience in supporting precision agriculture software
  • Excellent communication and problem-solving skills
  • Self-motivated, team-orientated, responsible and focused on exceeding customer expectations
  • Exceptional organizational and communication skills, both verbal and written
  • Patience when handling complex customer issues

EDUCATION AND/OR EXPERIENCE

  • Bachelor’s Degree in related discipline
  • Experience with Precision Farming software
  • Experience with mobile and cloud based software
  • Previous customer support experience

COMPUTER SKILLS

  • Highly proficient in Microsoft Office applications
  • Experience in precision farming and GIS software packages
  • Willingness to learn and participate in ongoing development of AgDNA platform

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