Job Description
Job Description
Job Description
Salary:
The Customer Success Support is key to delivering first-class support and ensuring exceptional user experiences with OPI products for Channel Partners and end users. This role focuses on providing proactive, solution-oriented customer care via phone, email, chat on the OPI Blue platform, supporting seamless troubleshooting, guiding users and technicians through technical resolutions and on-site field support when required. The representative will utilize cross-team collaboration to address complex technical issues and deliver timely solutions to the field.
A strong background in agriculture or Precision Ag and familiarity with digital technology and CRM platforms is valuable. This position emphasizes building customer relationships through a customer-centric approach and attention to detail in tracking interactions to continuously improve client satisfaction.
The Customer Success Support reports to the Customer Success Manager and thrives in a fast-paced, dynamic team environment where adaptability and commitment to learning are essential. Flexibility during peak seasons and a collaborative, growth-oriented mindset will enable success in this role and contribute meaningfully to OPIs customer support excellence. This position requires candidate to work in office a minimum of two days per week.
Other responsibilities include:
Deliver Exceptional Customer Support for Technical Issues
- Use remote access tools to diagnose and resolve complex technical issues efficiently.
- Guide users and technicians through step-by-step troubleshooting to resolve issues directly.
- Utilize Cross-Team Collaboration for complex cases, ensuring effective solutions are provided back to the field.
- Follow up to confirm systems remain operational after troubleshooting.
- Be willing and available to travel for technical issues that require on site work
- Maintain a customer-focussed, proactive communication style to drive positive outcomes and keep all stakeholders informed.
Create and Maintain Resources for Effective Troubleshooting
- Contribute to the development of training materials that enhance troubleshooting skills and user knowledge.
- Conduct training sessions with partners and possibly end users when needed.
- Develop Knowlegebase articles to empower customers with self-service options.
Customer Support & Data Management via Internal Systems
Set up accounts, document, and track customer issues across phone, email, and live chat channels- Record detailed informatoin on Return Merchandise Authorization (RMA's) and ensure accuracy in company systems.
- Build proficiency with internal systems to streamline data retrieval and customer support activities
- Take ownership of customer interactions to consistently exceed expectations.
- Foster positive relationships with assigned accounts to support ongoing satisfaction and loyalty.
Embody Core Values and Support Team Success
- Show Persistence, Passion, and Partnership in all customer interactions and team collaboration.
- Embrace and reflect company cultures, striving for continuous learning and improvements.
Education Requirements:
- Post-secondary education in technology field (Diploma or Degree program) preferred
- Ag background is preferred with grain handling and grain management experience a strong plus.
Qualifications:
- 2+ years of experience in Customer Support or a related support role, with a strong focus on client satisfaction and problem-solving.
- Technical proficiency with hardware and software troubleshooting.
- Ability to work at heights up to 120 feet.
- Valid drivers license required.
- Valid passport for international travel when required
- Advanced PC skills and familiarity with CRM platforms (experience with HubSpot is a plus).
- Proven ability to take initiative to improve processes and enhance customer experience.
- Strong attention to detail for accurate tracking and logging of customer interactions.
- Fluent in English with excellent interpersonal and communication skills.
- Eager to learn and open to continuous feedback and coaching.
- Adaptable to changing environments and committed to a customer-first approach.
- Willing to travel for customer support needs when deemed necessary by management.
- Positive, team-oriented mindset that aligns with company values.
- Willing to adjust work hours flexibly during peak seasons, especially harvest time (August November) and work weekends.