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Customer Support Associate

Experienced

AGDATA | Customer Support | Cambridge,

AGDATA is seeking a highly motivated individual to join our Customer Success team as a Customer Success Representative.

Role Impact:

The Customer Success Representative (CSR) will play a critical role in supporting and managing clients. As a member of AGDATA’s Customer Success organization, the CSR will serve as the primary contact fore their own group of accounts. They will provide real-time support on our Enterprise products through e-mail and phone interactions with customers (inbound and outbound). The fundamental goal of the position is to deliver personalized service to our clients proactively and consistently. This position involves resolving technical questions and issues in the areas of product functionality and data transfers, providing education and training to end users to improve product adoption and usage, and assisting with processing and loading customer license agreements. You will also:

  • Solve common user problems in real time
  • Communicate with our customers via telephone, email, or ticket, and maintain effective customer relations
  • Escalate top priority production-critical issues to the appropriate internal tiered team
  • Maintain ownership of issues until resolution, follow up with internal teams for resolutions, and set customer expectations accordingly
  • Assist customers with in-depth walk-throughs of our website via phone call while showing the features, advantages, and benefits to the prospect or customer
  • Participate in outbound call campaigns
  • Assist in processing seed licensing agreements by opening mail, email, and faxes, scanning documents into system, and reaching out to growers to correct agreements as needed
  • Process daily incoming EDI files and data loads
  • Perform data de-duplication and data cleansing
  • Process all pending transactions according to established SLA’s
  • Troubleshoot, test and monitor data flow for external facing data collection tools
  • Perform data entry as needed
  • Perform data conversions by changing/transforming the data based on business rules
  • Identify, create, correct, update and maintain complex relationships in hierarchy and customer masters
  • Document customer issues and internal processes
  • Any/all other duties as requested by management
Skills & Requirements

Required Job Skills

  • High School Diploma, GED or equivalent
  • 1+ years of experience with both Microsoft Outlook and Excel
  • Basic analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy
  • Strong focus on customer satisfaction and overall customer experience
  • Able to manipulate data in excel
  • Able to work independently 
  • Able to work in an organized manner
  • Able to think creatively and analytically in order to solve customer issues
  • Experience using logic to solve problems
  • Concise and persuasive written and verbal communication skills, especially via phone and email

Preferred Job Skills:

  • Bachelor of Science with emphasis in data analysis or related field
  • 1+ years of experience providing customer support or inside sales
  • Experience with Salesforce CRM
  • Experience with JIRA
  • Basic experience with database relationships and terminology preferred

 

Who we are:

AGDATA is the premier provider of data collection and management, marketing program management, and analytical solutions for clients in the Crop and Animal Health industries. For more than 30 years, the talent at AGDATA has enhanced the technology and services that input manufacturers in the Agriculture world rely upon. Our clients trust us because of our data integrity, marketing program reliability, and our ability to optimize the analytics that inform their sales and marketing decisions. Backed by an entrepreneurial, creative and energetic work force, AGDATA is pushing the boundaries of technology to enhance our relationship with the leaders in Crop and Animal Heath.

What we offer:

  • Casual dress
  • In-house training seminars and resources
  • Continuing education opportunities
  • Employee referral reward program
  • Annual Company Picnics, Holiday Parties and other social events
  • Company provided Coke products
  • Paid volunteer leave opportunities
  • Medical, dental and vision plans
  • Flexible medical spending account
  • Life and AD&D insurance
  • Short-term and long-term disability
  • Employer-matches RRSP contributions
  • Paid vacation and statutory and non-statutory holidays
  • Employee assistance program