Customer Support Specialist - Fresno

Description:

About Fieldin

Founded in 2013, we are a fast-growing AgTech company with presence in California, Washington, Oregon, the Mid-West, and Australia. We are looking to expand our team to meet the needs of today’s high-value crop market. Our award-winning Smart Farm platform helps growers manage and optimize pesticide applications, harvest activities and other critical field operations. Using our proprietary sensors and mobile-friendly software, Fieldin’s technology seamlessly connects tractors and other machinery to provide managers with actionable data that improves production, transparency, and efficiency in the field.

Job Summary

Fieldin is looking for a Customer Support Specialist to provide excellent customer service to our customers as well as internal stakeholders, driving customer satisfaction, loyalty, and retention.

The Customer Support Specialist will be the focal point to address all customer-related issues throughout the account lifecycle, to triage and ensure professional and timely resolution of inquiries and requests. You will be accountable for ensuring the customer is receiving the Fieldin product as designed. You will verify that the growers’ hardware, software, and analytics are working properly. You will perform the work remotely by checking customer data in the Fieldin system and adjusting system settings. This position has an analytical, process-oriented component that is vital to ensuring our customers get the actionable data they rely on to make informed decisions on the go.

Key Responsibilities:

• Develop a thorough understanding of Fieldin products.
• Improve customer service experience, create engaged customers, and facilitate organic growth
• Own customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve issues with software, hardware, and configurations
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate solutions
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal units
• Prioritize and manage several open issues at one time
• Keep accurate records and document customer service actions, discussions, and resolutions
• Ensure SLAs are adhered to
• Maintain professional and jovial relationships with customers

Requirements:

• Proven work experience as a Customer Support Specialist or similar role
• Bilingual Spanish is an advantage
• Prior experience working in Google and Microsoft applications is required
• Working knowledge of customer service software, databases and tools
• Advanced diagnosis and troubleshooting skills
• Excellent problem-solving skills
• Ability to multi-task and work under demanding timelines
• A customer-obsessed attitude and a willingness to ‘go the extra mile’, backed by strong communication skills
• Ability to provide step-by-step technical help, both written and verbal
• A collaborative team player with a strong ability to self-direct and manage time effectively
• A bachelor’s degree is preferred
• Prior experience with Geographic Information Systems (GIS) is preferred

Life at Fieldin:

At Fieldin, we believe that work should be more than just a job; it should be a fulfilling and enjoyable experience. We are a dynamic and innovative technology company revolutionizing the agriculture industry with our cutting-edge software solutions. Joining our team means becoming part of a collaborative and passionate community dedicated to making a positive impact on global farming practices.

Here's what life at Fieldin looks like:

Culture of Innovation: We foster a culture that values creativity, curiosity, and continuous learning. We encourage our employees to think outside the box, challenge the status quo, and explore new possibilities. You'll have the opportunity to work with top talent in the industry and be part of groundbreaking projects that shape the future of agriculture.

Collaborative Environment: Collaboration is at the heart of what we do. We believe that great ideas come from diverse perspectives and teamwork. You'll be working closely with cross-functional teams, including engineers, data scientists, agronomists, and customer success experts, to develop and implement solutions that address real-world challenges.

Impactful Work: At Fieldin, your work will have a direct impact on the agriculture industry. By leveraging data-driven insights and advanced technology, we help farmers optimize their operations, increase productivity, reduce waste, and make more sustainable decisions. You'll be contributing to a greener and more efficient food production system that benefits both farmers and the environment.

Professional Growth: We are committed to supporting the professional growth and development of our employees. You'll have access to ongoing learning opportunities, training programs, and mentorship to enhance your skills and broaden your knowledge. We encourage you to take ownership of your career and provide resources to help you achieve your goals.

Work-Life Balance: We understand the importance of work-life balance in maintaining overall well-being. We offer flexible work arrangements and strive to create an inclusive and supportive environment where you can thrive both personally and professionally. Our company events, team-building activities, and social initiatives also contribute to a vibrant and enjoyable workplace.

Beautiful Locations: Fieldin has offices located in various regions, each with its unique charm and appeal. Whether you join our headquarters in a bustling tech hub or work remotely from a serene countryside, you'll find an inspiring environment that aligns with your preferences and provides a conducive setting for creativity and productivity.

Wellness and Benefits: We prioritize the well-being of our employees and offer a comprehensive benefits package that includes health insurance, competitive compensation, retirement plans, and more. We encourage healthy work-life integration and provide resources to support your mental and physical well-being.

Join Fieldin, and be part of a company that values innovation, collaboration, and making a positive impact. Together, we can transform the agriculture industry and contribute to a sustainable future.

Pay Disclosure

Salary Range for California Based Applicants: $21-$27 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).