Main purpose

As a key member of the Customer Support Team, the Customer Support Specialist will work directly with Climate FieldView customers through direct and indirect interactions and deliver a high standard of service. The CSS will be responsible for driving customer success with Climate FieldView by providing strong customer support for any customer inquiry, recommendations about the product usage, performing data ingest assistance and training on Climate FieldView platform features. The end result is increased customer satisfaction, engagement, retention, and expansion of the Climate Corporation footprint. It is the CSS’s job to represent to ensure that we deliver on our commitments to our customers.

Key tasks & responsibilities

• Gain proficiency in all Climate FieldView product functionality, learn features, benefits and how they add value to our customers operation.
• Represent Climate FieldView to our customers in a professional manner consistent with our brand.
• Drive success for our customers and ensure a positive customer experience by delivering best in class support and provide training / recommendations about product usage and new features.
• Coach and guide customers to engage with the Climate FieldView product along the customer journey that enable them to maximize their value with the platform (by phone or on the field).
• Provide first line of technical help for customers and follow escalation procedures when necessary. Resolve on premise technical issues for all other customers as needed.
• Log all inbound and outbound inquiries in the Climate Salesforce system to ensure accurate reporting and documentation of issues. Manage the follow up of customer inquiries and resolution accordingly.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas of the Climate FieldView platform.
• Identify opportunities to improve/optimize customer support operations and tools.

Qualifications & competencies

• BA/BS Degree required.
• First hand understanding or experience in agriculture, ag industry with farming practices, Ag equipment, and digital ag platforms.
• Ideal: 1+ years customer support and/or account management experience or prior experience in customer support increasing customer satisfaction, adoption, and retention.
• Strong interpersonal skills with a passion for customer interactions and service.
• Organized, detail-oriented individual with ability to multi-task, maintain accuracy of information, and meet deadlines with little supervision.
• Strong interest in agriculture and desire to bring improved productivity and value to farmers.
• Excellent verbal, written and phone communication skills.
• Ability to thrive in a fast-paced environment.
• Ability to build strong relationships over the phone.
• Able to work independently and as a team.
• Proven follow up skills and drive to provide high level service.