Customer Success Support

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: <br /><p>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.</p><p>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.</p><p>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.</p><p><br /></p><p>Other responsibilities include:</p><p><br /></p><p>Deliver Exceptional Customer Support for Technical Issues</p><ul><li>Use remote access tools to diagnose and resolve complex technical issues efficiently.</li><li>Guide users and technicians through step-by-step troubleshooting to resolve issues directly.</li><li>Utilize Cross-Team Collaboration for complex cases, ensuring effective solutions are provided back to the field.</li><li>Follow up to confirm systems remain operational after troubleshooting.</li></ul><ul><li>Be willing and available to travel for technical issues that require on site work</li></ul><ul><li>Maintain a customer-focussed, proactive communication style to drive positive outcomes and keep all stakeholders informed.</li></ul><p><br /></p><p>Create and Maintain Resources for Effective Troubleshooting</p><ul><li>Contribute to the development of training materials that enhance troubleshooting skills and user knowledge.</li><li>Conduct training sessions with partners and possibly end users when needed.</li><li>Develop Knowlegebase articles to empower customers with self-service options.</li></ul><p><br /></p><p>Customer Support & Data Management via Internal Systems</p><ul><li><br />Set up accounts, document, and track customer issues across phone, email, and live chat channels</li><li>Record detailed informatoin on Return Merchandise Authorization (RMA&#39;s) and ensure accuracy in company systems.</li><li>Build proficiency with internal systems to streamline data retrieval and customer support activities</li><li>Take ownership of customer interactions to consistently exceed expectations.</li><li>Foster positive relationships with assigned accounts to support ongoing satisfaction and loyalty.</li></ul><p><br /></p><p>Embody Core Values and Support Team Success</p><ul><li>Show Persistence, Passion, and Partnership in all customer interactions and team collaboration.</li><li>Embrace and reflect company cultures, striving for continuous learning and improvements.</li></ul><p><br /></p><p>Education Requirements:</p><ul><li>Post-secondary education in technology field (Diploma or Degree program) preferred</li><li>Ag background is preferred with grain handling and grain management experience a strong plus.</li></ul><p><br /></p><p>Qualifications:</p><ul><li>2+ years of experience in Customer Support or a related support role, with a strong focus on client satisfaction and problem-solving.</li><li>Technical proficiency with hardware and software troubleshooting.</li><li>Ability to work at heights up to 120 feet.</li><li>Valid drivers license required.</li><li>Valid passport for international travel when required</li><li>Advanced PC skills and familiarity with CRM platforms (experience with HubSpot is a plus).</li><li>Proven ability to take initiative to improve processes and enhance customer experience.</li><li>Strong attention to detail for accurate tracking and logging of customer interactions.</li><li>Fluent in English with excellent interpersonal and communication skills.</li><li>Eager to learn and open to continuous feedback and coaching.</li><li>Adaptable to changing environments and committed to a customer-first approach.</li><li>Willing to travel for customer support needs when deemed necessary by management.</li><li>Positive, team-oriented mindset that aligns with company values.</li><li>Willing to adjust work hours flexibly during peak seasons, especially harvest time (August November) and work weekends.</li></ul></p></p>