Customer Support Services Representative

Job description

About Telus Agriculture

Our growing team of global experts are passionate about leveraging our world-class technology and innovation to tackle one of the most pressing social challenges of our time - ensuring a safe and sustainable food system. We believe that by connecting the food value chain we can improve upon the economic, social and environmental sustainability of the food system. We offer an unmatched suite of innovative solutions and purpose built applications for every participant in the agriculture value chain, from seed manufacturers and farmers through to grocery stores and restaurants. Collectively, our talented team and integrated solutions uniquely positions us to transform collaboration within the industry at a global level and connect the food system to feed the future.

Everyone belongs at TELUS Agriculture. It doesn't matter who you are, what you do or how you do it, at TELUS Agriculture, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable food outcomes?

At TELUS Agriculture, you create future friendly® possibilities.

A Little About Agrian

Founded in 2004, Agrian Inc. offers the most integrated solution to the growing demand for information addressing food safety, environmental concerns, traceability, sustainability, and locally and organically grown food. Agrian's mission is to make technology work better for those working in Agriculture. We are turning the Agriculture marketplace upside down by providing SaaS products that deliver high value and improve efficiencies. We have well over 60,000+ customers.

Agrian is located in Fresno, CA with over 130 employees and offices in La Salle, Manitoba, Canada; Yerevan, Armenia; and Katmandu, Nepal. Our mobile app has received national recognition and our employee retention is exceptional. More importantly, we provide challenging work, opportunities to learn, high quality teammates, a standard setting product, and a company on the move.

As a company within the new Telus Agriculture Group, Agrian is the tip of the spear for agricultural innovation in North America and beyond.

What we are looking for: The Customer Support Services Representative acts as an advocate for Agrian clients and their day-to-day needs. This individual provides customer service to existing and potential Agrian clients. Daily responsibilities include answering calls and emails in our inbound support line, assisting in escalated and documenting support cases.

What you will be doing:

Serve as a customer facing resource for all incoming calls and emails

Provide exemplary support for all Agrian products and services through phone or email channels

Outstanding listening skills and phone etiquette

Document all incoming cases and interactions and clients within Agrian's CRM program

Follow-up with customers and provide updates to ensure resolution

Set high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks

Gather customer's information and determine the issue by evaluating and analyzing the symptoms

The ability to submit and identify software issues in writing and submit via JIRA software

Meet and exceed customer satisfaction by exceptional follow through

Develop and execute initiatives to reduce support inquiries and increase customer happiness

Educate customers on new features and releases

Learn new products and services

Prioritize tasks as deemed necessary by manager or customer priorities

Other duties as assigned

Preferred to have:

Exceptional communication skills, both written and verbal

Previous experience in Agriculture

Cloud-based software experience a plus

Basic knowledge of browser configuration for example Internet Explorer, Firefox and Chrome operating systems

Basic functionality of iOS devices

Ability to make quick, accurate, and appropriate decisions.

Able to prioritize tasks

Exceptional skills in keyboard and operating computer systems.

A proven track record of delivering outstanding customer service

Flexibility to adapt to a constantly changing environment

Exceptionally strong work ethic and ability to be flexible on working hours

Able to work early morning shifts and availability on Saturdays

Positive, energetic and outgoing personality

LANGUAGE SKILLS:

Ability to read and interpret documents such company policies, customer terms.

Ability to write routine reports and correspondence.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to make independent decisions conceptualizing implications for the company.

CERTIFICATES, LICENSES, REGISTRATIONS:

Possession of a valid California driver's license and proof of liability insurance on personal auto.

Must be insurable at all times.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to climb or balance, is regularly required to talk or hear or smell.

The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, or crouch.

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate..