Regrow Ag

USA

Posted on: 20 October 2023

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Agricultural Product Support Specialist

Agricultural Product Support Specialist

Team: Customer Success

Location: Remote

Who We Are:

We are a climate tech company committed to reversing climate change. How do we reach this lofty goal? By disrupting the agriculture industry! Founded by globally-recognized innovators in science and ag technology, Regrow is unlocking the power and profitability of resilient agriculture across the supply chain — from growers to global food brands. Regrow combines best-in-class agronomy, soil and carbon modeling, and innovative data collection to deliver customized, site-specific and scalable solutions to the agri-food industry. Our customers are frontrunners in agri-food and agtech, ranging from global market operators, project developers, global food brands, and independent farmers. We help partners measure their impact on the environment, model and implement changes that will be environmentally and financially sustainable, and track partners’ progress against sustainability goals. We're backed by leading investors, such as Galvanize Climate Solutions, Microsoft's Venture Fund, Cargill, The Grantham Environmental Trust (NCO), AJAX Strategies, and more, all of whom believe in our vision to change the world through resilient agriculture.

Our Mission:

Agriculture has the power to reverse climate change. We believe science and technology can help us get there. Our goal is to use farmland to cool the earth. We are currently monitoring 200 million acres of land in over 45 countries. This year alone, with just one project, our carbon emissions reductions are equivalent to taking 17,000 cars off the road! We are already on our way to a more sustainable planet.

Job Summary

Regrow is seeking an experienced Agricultural Product Support Specialist to join our team and play a crucial role in ensuring our customers’ success. As a Product Support Specialist, you will be the primary point of contact for customers seeking technical assistance, troubleshooting, and guidance related to our products and services. Your expertise and proactive support will contribute to enhancing customer satisfaction and strengthening our position as a leader in the agricultural technology industry.

What you will do:

Serve as the frontline technical expert and provide timely and accurate support to customers via various channels, including phone, email, and chat.

Diagnose and resolve customers' inquiries and issues related to Regrow’s products, working effectively and efficiently with all levels of personnel, including directly with growers

Guide customers through product installation, setup, configuration, and usage, ensuring they derive maximum value from our solutions.

Collaborate closely with the product development and engineering teams to escalate and prioritize critical technical issues, contributing to continuous improvement of our products.

Document customer interactions, troubleshooting steps, and resolutions in the support database, enabling the creation of a comprehensive knowledge base.

Stay up-to-date with the latest advancements in agricultural technology and the features of Regrow's products to provide accurate information to customers.

Identify patterns and trends in customer issues and feedback, and proactively recommend improvements to products and support processes.

Conduct product training sessions for customers, both remotely and occasionally on-site, to enhance their proficiency in utilizing our solutions effectively.

Assist in creating and refining user guides, FAQs, and other support materials to facilitate customer self-help and onboarding.

Qualifications:

Background in agriculture, including knowledge of crop management practices, precision agriculture, and remote sensing technologies

Technical degree in a related discipline

Proven experience providing technical support, preferably in the agricultural technology or related industry

Excellent problem-solving skills with the ability to troubleshoot complex technical issues and communicate solutions clearly to non-technical customers.

Proficiency in using support tools, ticketing systems, and remote assistance software.

Exceptional interpersonal and communication skills, both written and verbal.

Customer-focused attitude with a passion for delivering exceptional service and ensuring customer success.

Ability to work independently and collaboratively within a fast-paced and dynamic environment.

Willingness to travel occasionally for on-site customer visits and training sessions.

Envision Yourself Here

Does this sound like your dream job? If so, go ahead and apply for the position and we’ll be in touch. We appreciate your interest in Regrow. While it may go without saying once you see the diversity on our current team, we encourage diversity on our team at all levels of the company. We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.