Customer Support Representative

Job Description: Customer Support Representative – Precision Agriculture Equipment

• Provide technical support for C-Lock’s precision agriculture systems, which monitor feed intake, animal weight, and emission data.
• Troubleshoot hardware and software issues using secure connections, data analysis, and advanced diagnostic methods.
• Collaborate with field technicians globally to resolve client issues effectively.
• Diagnose and resolve complex technical challenges, including software installations, configurations, upgrades, and network/system connectivity issues.
• Manage and resolve support tickets via Salesforce, ensuring timely and high-quality service through phone, email, and chat while adhering to SLAs.
• Document customer interactions thoroughly, including ticket details, follow-up actions, and profile updates.
• Continuously enhance technical expertise and product knowledge through training and hands-on experience.
• Contribute to internal and client-facing knowledge bases by creating articles and blog posts.
• Perform additional duties as assigned.

Prefered Skills
Technical Knowledge:

• Proficiency in diagnosing and troubleshooting hardware and software issues.

Documentation Skills:

• Ability to create and update technical documentation, including knowledge base articles and client-facing resources.

Problem-Solving:

• Strong analytical skills to diagnose and resolve complex technical issues effectively.

Communication:

• Excellent verbal and written communication skills for explaining technical concepts to non-technical clients.
• Active listening skills to understand client needs thoroughly.

Customer Focus:

• Dedication to providing exceptional customer service and maintaining a positive client experience.
• Patience and empathy when dealing with challenging or frustrated clients.

Collaboration:

• Ability to coordinate effectively with field technicians and internal teams.

Time Management:

• Capability to manage multiple tasks and prioritize effectively to meet SLAs.

Adaptability:

• Willingness to learn new technologies and adapt to evolving product offerings.

Attention to Detail:

• Precision in documenting interactions and following up on client issues.

Educational/Experience Requirements:

• High School/GED (or equivalent work experience).
• 2 years of experience in customer facing technical support, preferably with hardware and software systems.
• Familiarity with precision agriculture or IoT systems is a plus.

Job Type: Full-time

Pay: $15.51 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Flexible schedule
• On-the-job training
• Professional development assistance

Ability to Commute:

• Rapid City, SD 57701 (Required)

Ability to Relocate:

• Rapid City, SD 57701: Relocate before starting work (Preferred)

Work Location: In person

Salary : $16 - $20