Technical Support Specialist

Technical Customer Support Representative

Position Purpose: A Technical Customer Support Representative is responsible for providing first class support of OPI products to our Channel Partners and end users. Support inquiries includes strong phone presence, emails and chat requests through our OPI Blue platform. An agriculture background and Precision Agriculture experience are both assets. Knowledge of electronics would also be an asset. The role includes providing system and Advanced Grain Management training to individual users and small to medium sized groups in person or remotely.

The Technical Customer Support Rep is responsible for the following:

Responsibilities:

• Use a remote access tool to gain access into the customer’s system to deal with and resolve complex troubleshooting issues.
• Use grain management experience and understanding to enhance customer understanding and effectiveness of system use.
• Work with Technicians in the field to resolve hardware and software issues.
• Provide remote or in person system training.
• Provide assistance in the development of manuals, training material and documents needed for enhanced learning.
• Provide system and Advanced Grain Management training to individual users and small to medium sized groups in person or remotely.
• Create knowledge base articles to assist customers on self support.
• Create accounts, document and track customer issues in CRM as they are dealt with over the phone, email or live chat.
• Accurately record detailed information into CRM regarding Return Merchandise Authorizations (RMA’s)
• Process and track Customer Care contracts in CRM
• Sell and upsell all service support plans offered by the Company.
• Prepare, send out and follow up on Customer Care proposals sent to customers.

Qualifications:

• Diploma or Degree in Electronics/Electrical or Computer Sciences or similar program required
• Farming background with grain handling and grain management experience is an asset.
• 2 years of experience working in a Customer Care or equivalent role
• Technological aptitude for dealing with both hardware and software
• Strong PC skills and knowledge
• Previous experience using CRM software – Hubspot would be beneficial
• Demonstrate experience in taking initiative to improve work operations and/or enhance client satisfaction
• Attention to detail specifically when tracking and logging customer issues
• Speaks fluent English and possesses strong interpersonal skills
• Strong willingness to learn and be open to ongoing coaching
• Ability to adapt to a changing work environment
• Must have a positive attitude and be a team player
• Flexibility regarding work hours during peak harvest season

Job Type: Full-time

Salary: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer support: 3 years (Required)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Location:

• Iowa (Required)

Work Location: Remote