GrowSafe (now Vytelle) is seeking a first line Customer Support Representative to join our Technical Services team, leading and executing the day to day support of our client’s software and hardware products to ensure a high quality of customer service. As a Customer Support Representative, you will act as a liaison to our clients. Providing remote services and resolve any emerging problems that our customer might face with our products and services.
Key Job Responsibilities
- Act as the primary point of contact for clients post installation
- Provide remote support and maintenance of end user device hardware and software
- Support through email, remote desktop, telephone and call back requests
- Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback and improvements
- Coach clients in their onboarding journey and how to best utilize our hardware and software
- Support with client adoption of new features and functionality
- Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
- Manage the Support Centre and ensure it stays up to date
- Participate in the creation, implementation and maintenance of client-facing presentations and documentations
- Maintain an in-depth understanding of products and services
- Create, update and maintain service call interactions with clients
Requirements / Qualifications
- Experience with MS Office (Outlook, Excel, Word, etc.)
- Tech savvy
- Ability to collaborate and build strong relationships with clients at an operational level
- Experience working with remote teams to achieve common goals and client outcomes
- Passion for client success
- Experience in a customer support role
- Excellent communications skills; your writing is clear, concise, empathetic and typo-free
- Take ownership of your work, and proactively identify and address issues and opportunities
- Able to work full-time hours
- Secondary School Diploma required
- Drivers licence (class 5)
- Valid passport and the ability to travel internationally
- Cattle knowledge and exposure (cattle feeding background and or experience is desired)
To apply for this job email your details to hr@growsafe.com