Highlights
The Technical Support Representative who takes inbound customer support calls, emails, or inquiries, classifies them in Sentera's customer support system (currently ZOHO DESK), and provides both Customer Support and Technical Support to resolve problems and issues. Schedule follow-up actions and enter relevant information into the CRM and DESK systems after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Numbers & Facts
| Location | St. Paul, MN |
| Industry | Staffing/Employment Agencies |
| Company Size | 100 to 499 employees |
| Year Founded | 1998 |
| Website | http://www.kyyba.com/ |
Description
Title : Product Support Representative I
Location : St. Paul, MN 55114
Duration : 12+ Months Contract (Possible extension depending on performance & client budget)
Shift Timings : 1st shift with no overtime anticipated
Job Description:
The Technical Support Representative who takes inbound customer support calls, emails, or inquiries, classifies them in Sentera's customer support system (currently ZOHO DESK), and provides both Customer Support and Technical Support to resolve problems and issues. Will support all of Sentera's commercial products including hardware and software products and services. Fast paced help desk environment with rapidly evolving products and services requires a tech savvy approach to product support.
Responsibilities:
Required Skills/Experiences
Desired / Preferred Experience
Location : St. Paul, MN 55114
Duration : 12+ Months Contract (Possible extension depending on performance & client budget)
Shift Timings : 1st shift with no overtime anticipated
Job Description:
The Technical Support Representative who takes inbound customer support calls, emails, or inquiries, classifies them in Sentera's customer support system (currently ZOHO DESK), and provides both Customer Support and Technical Support to resolve problems and issues. Will support all of Sentera's commercial products including hardware and software products and services. Fast paced help desk environment with rapidly evolving products and services requires a tech savvy approach to product support.
Responsibilities:
- Provide advanced product/service information and respond to complex customer questions about the product/service.
- Respond to more advanced issue escalations promptly and appropriately; obtain managerial approvals as required.
- Receive complex technical instructions from engineers and convert it to simple customer instructions on how to resolve issue(s).
- Act as a first point of contact for resolving customer issues.
- Schedule follow-up actions and enter relevant information into the CRM and DESK systems after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Implement and follow complex multilevel tech support guides.
- Provide exceptional service to customers to encourage continued use of the organization's products/services.
- Develop knowledge and understanding of the organization's policies and procedures and relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education and reading specialist media.
- Other job duties as assigned
Required Skills/Experiences
- Strong customer focus.
- Strong verbal technical support communication skills.
- Strong technical writing and content development skills.
- Experience working in fast paced helpdesk environment
- Ability to translate complex technical concepts into clear, user-friendly support instruction.
- Excellent written communication, attention to detail, and content organization.
- Strong collaboration skills with cross-functional teams, including product, engineering, support, and sales and marketing.
- 3+ years of experience in technical support, technical documentation, content development, or customer education.
- Knowledge of customer support processes, onboarding programs, and self-service support strategies.
- Proven ability to maintain accurate documentation in a fast-paced product development environment.
Desired / Preferred Experience
- Experience in precision agriculture, drones, remote sensing, geospatial technology, SAAS, or ag-tech.
About Company
Kyyba group of companies are privately held and specialize in staff augmentation, application software and project solutions. In operation for more than 15 years, we have earned an enviable track record and reputation within all the industries we serve. Our unique processes and maturity enables us to understand the needs of the business organizations and provide business solutions that match the real and compelling needs of our customers.
Headquartered in Michigan, Kyyba has multiple office locations and we serve local, regional and national client base consisting of Fortune 500 and middle market companies. Kyyba extends the above solutions and services to a broad spectrum of industry verticals ranging from automotive, insurance, technology, financial, transportation, government and so on.