Discover your 100% YOU with MicroSourcing!
Position: Customer Support Analyst
Work setup: Work from home
Why join MicroSourcing
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
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 .
Teamwork and collaboration are key. You will collaborate internally and externally to service the hub of dairy technology stakeholders and be a team player that focuses on the dairy industry and its uniqueness.
Essential Duties And Responsibilities
- Provide direct support to users of Ever.Ags FieldAlytics application (both web and mobile platforms)
- Solve diverse set of system issues (from customers or internal colleagues) through investigation of issues that may include application functionality, data setup and connectivity
- 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 FieldAlytics development team
- Communicate with quick turn-around response time via phone and email, in accordance with the FieldAlytics 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.Ags 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
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 evenings, weekends, and US holidays
In Joining The Technical Support Team, You Will
- Become knowledgeable about the agricultural industry, particularly agronomy-based solutions
- Gain an understanding of FieldAlytics practices
Desired Education And Experience
- Bachelors degree required, with emphasis on Agricultural Studies and Agronomy
- Desirable candidates will have previous experience with agricultural technology solutions, focused on data tracking (e.g., agricultural field data tracking platforms)
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
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
