Sr. Support Specialist

Overview

At MTech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years, MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 200 employees globally, MTech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. MTech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 95 team members in a casual, collaborative environment. Our work culture here is based on a passion for helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We pride ourselves for having a working atmosphere that encourages collaboration, exceptional development tooling, training, and ongoing opportunities to work with senior and executive management.

Job Summary

We are looking for a Senior Support Specialist to join the Customer Support team. We are looking for a person who has strong technical proficiency, with good communication skills. Able to diagnose and resolve technical problems quickly and effectively, with empathy when interacting with customers. Candidates must also collaborate effectively with the team to continuously improve processes and customer service.

Essential Functions & Responsibilities

Will contribute to building multifaceted enterprise and customized applications for a diverse and growing international client base. Responsibilities include, but are not limited to:

• Provides support for level 2 and level 3 tickets for MTech’s suite of software applications and mobile platforms.
• Gather and understand client requirements to develop custom SQL-based reports and dashboards.
• Act as the primary point of contact for clients needing reporting and dashboard support.
• Write and optimize SQL queries to extract and analyze data from sources.
• Develop and maintain internal documentation to support knowledge and troubleshooting techniques within the support team.
• Assist in moving, transforming, and cleaning data to enhance reporting accuracy.
• Records and maintains activities with customers in MTech designated software systems.
• Execute corrective and preventive maintenance on software.
• Provide technical support and training to customers during critical project phases, and after go-live.
• Promptly identify and resolve technical issues to ensure implementation and adoption success with MTech’s global client base.
• Collaborate with development teams to resolve bugs and software issues.
• Communicate effectively with clients to keep them informed of progress and problem resolution.
• Document and report issues for continuous improvement and future reference.
• Trains other Tier 1 and Tier 2 employees and promotes the transfer of technical knowledge.
• Train and teach customers MTech software.
• Supports other employees in the department with level 2 tickets.

Experience, Skills and Qualifications

• Education: Bachelor's degree in a related field
• Years of experience: 3 years in level 2 or 3 SaaS Software Customer Support with focus on technical problem solving.
• Strong proficiency in SQL (writing, optimizing, and troubleshooting queries).
• Experience in reporting and dashboard tools.
• Experience using software support applications to manage customer issues and ticket (i.e., Zendesk, HubSpot, etc.).
• Proven history of successful cross-functional collaboration with internal teams (support, product, development, success).
  

EEO Statement
Integrated into our shared values is MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.