Customer Success Support

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.