Customer Support Analyst – Agribusiness Business Management

Job Title:  Ag Biz Merchantag Support Analyst

Reports to: <Customer Support Director/Team Leader>

Department: Agribusiness Business Management

FSLA Status: Hourly, Full-time, Non-exempt

Position Summary

The Customer Support Analysis is a key position in our Customer Support team. In this position, your “customer first” demeanor will shine as you delight customers and make their experience effortless. On a day-to-day basis, you provide technical assistance for our Business Management customers.

Teamwork and collaboration are key. You will collaborate internally and externally to service the hub of agriculture technology stakeholders and be a team player that focuses on the agriculture industry and its uniqueness.

Essential Duties and Responsibilities

• Provide technical support for our MerchantAg and VanguardAg customers.
• Solve diverse set of system issues (from customers or internal colleagues), with focus on application functionality and data setup.
• Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy technical concerns and find solutions
• Provide qualitative feedback and thoroughly document issues found within solutions while troubleshooting and track through resolution process
• Log all customer interactions in our Salesforce CRM and actively follow-up with appropriate colleagues to share real-time customer activity
• Create and escalate support tickets to the Business Management development team
• Communicate with quick turn-around response time via phone and email, in accordance with the <Business Unit> service level commitment.
• Share knowledge within the team via documentation, on-going training, and participation in testing as needed as well as to ensure on-going improvements in quality and related services
• Encourage customer adoption of Ever.Ag’s appropriate support channels (e.g., support portal)
• Stay up to date on releases and new release client communication
• Attend internal and customer meetings as requested
• Participate in other assigned projects

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Relationship management expectations

• Develop relationships with internal stakeholders and cross-functional departments
• Establish rapport with client base and maintain strong customer relationships
• Effectively communicate status, findings and provide updates with customers and colleagues

After hours and weekend Hours

• Ability to work schedules including <Business Unit specific needs>

In joining the technical support team, you will:

• Become knowledgeable about the Agricultural industry
• Gain an understanding of Agriculture Retailer practices

Desired Education and Experience:

• Bachelor’s degree preferred and two years’ experience in similar role -or- Associates and/or technical certification and four years of related experience.
• Previous experience with agricultural retail operations and/or enterprise resource planning (ERP) solutions
• Previous experience, and/or formal education, in financial accounting

Competencies for Success

• Customer Service Orientation: Discovers and meets underlying needs of customers; Follows through on requests and complaints; Becomes a trusted advisor to the customer
• Excellent written and verbal communication: Presents oneself clearly and articulately when speaking, assuring that others fully comprehend the intended message; Uses appropriate grammar tailored to the audience
• Analytical and Critical Thinking: Review and manage data with strong attention to detail; combine facts with likely possibilities; articulate and resolve problems
• Quality Focused: A recognition of the value of doing things the right way; having a high sense of integrity and thoughtfulness in your actions
• Action Oriented: A bias for action, when you see a problem, you solve it using your technical savvy and internal resources