Customer Support Specialist

We're looking for an energetic Customer Support Analyst to join our amazing team! A Customer Support Analyst’s primary responsibility is assisting Solentra customers with solving problems and providing guidance regarding our software products. Their duties include answering phone calls and emails from customers to answer questions, participating in meetings with the customer delivery & support team to discover new communication tactics and maintaining knowledge about company products or services to best help customers.

The ideal candidate will have experience and passion in the Agricultural industry and understand Ag business.

Key Responsibilities

• Provide intermediate & advanced troubleshooting for complex cases with Solentra’s AGRIS software
• Ensure customer issues are resolved or escalated within specified target resolutions times
• Track and Document customer communication and case resolution on each case in our CRM system (Salesforce) and Project Management software (JIRA)
• Create knowledgebase articles, videos, and provide answers via our customer forum
• Prepare Customer Training Documentation – User Acceptance Testing (UAT’s), How To’s
• Crosstrain on additional products from Solentra’s product suite: oneWeigh, binSight
• Assist on projects with Professional Support as needed
• Work with Product Management/Development/QA as needed
• Assist with training other team members based on product expertise

Key Skills and Competencies

• Outstanding communication and customer service skills.
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when the solution is not immediately apparent.
• Attentiveness and patience.
• Time-management skills.
• Ability to work effectively as part of a remote team.
• Excellent multi-tasking abilities, able to prioritize accordingly.
• Good presentation skills; comfortable presenting/training to small groups as well as one-on-one.
• Tech savvy with willingness to learn and grow.
• Can work within Microsoft Suite

Travel

Occasionally, travel to a customer site, annual company meeting or conference will be required. Travel is expected up to 15% as necessary.

Required Experience

• AGRIS
• Knowledge of agribusiness, specifically grain accounting, contracts and settlements.
• 1-2 years’ experience working in a customer call center environment.
• Previous training and/or product support experience
• Associate’s degree in Business, Management, Accounting, Agricultural Sciences discipline, or equivalent experience

Location

*This is a remote opportunity; can work anywhere in the US*

Note

The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines. They may vary from position to position.