Customer Support Analyst

TL;DR

Customer Support Analyst (Agribusiness): Assisting customers with Solentra’s AGRIS software through troubleshooting, guidance, and issue resolution with an accent on complex cases and product suite knowledge. Focus on documenting cases, creating knowledgebase articles, and crosstraining on additional products like oneWeigh and binSight.

Location: Remote, anywhere in the US

Company

Global agri-food technology company delivering tailored vertical software solutions and services to enterprise agribusinesses and supply chain partners.

What you will do

• Provide intermediate and advanced troubleshooting for complex cases in AGRIS software.
• Resolve or escalate customer issues within target resolution times.
• Track and document communications and resolutions in Salesforce and JIRA.
• Create knowledgebase articles, videos, and forum responses.
• Prepare training documentation including UATs and how-tos.
• Crosstrain on additional products and assist with projects, product teams, and training others.

Requirements

• Location: Must be able to work remotely from anywhere in the US
• Experience with AGRIS software.
• Knowledge of agribusiness, grain accounting, contracts, and settlements.
• 1-2 years in customer call center environment.
• Previous training or product support experience.
• Associate’s degree in Business, Management, Accounting, Agricultural Sciences, or equivalent.
• Outstanding communication, problem-solving, time-management, and multi-tasking skills.

Culture & Benefits

• Work effectively as part of a remote team.
• Occasional travel up to 15% for customer sites, company meetings, or conferences.
• Access to comprehensive software suite and cutting-edge platform.
• Backed by experienced team with average 28 years in agribusiness.