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CX Technical Specialist

2 months ago

Boston, United States Freight Farms Full time

About Us:

Freight Farms is a long-time Ag Tech leader and we were the first to build a farm inside a shipping container. Unlike a traditional farm, our plants grow vertically indoors without soil, getting their nutrition from water and light from powerful and efficient LEDs. The result is a system that operates independently from land, climate, and season with the power to bring local food production directly to you, no matter where you are in the world.


Job Description:

At Freight Farms, our Customer Experience (CX) team is the mission control to our farmers’ Apollo 13 mission, supporting our farmers across the globe to keep their plant life support systems at peak operation. As a CX Technical Specialist, you will navigate the worlds of customer success and customer support, helping to onboard new farmers and solve customer issues. Building relationships with farmers and guiding them through the process of starting their business and operating new technology is a journey filled with unique challenges. Your creativity and problem solving skills will be tested as you troubleshoot the complex and often intertwined systems that make up our product. The ideal candidate is a natural problem solver who can quickly analyze situations and find the missing piece of the puzzle. Many of the challenges we encounter are unique and this candidate shouldn’t be afraid to think creatively and come up with solutions on the fly. If you enjoy learning how new technologies work, teaching others and you want to impact the food system - we want to hear from you


The ideal candidate will possess:

  • A can-do attitude and ability to follow through on complex requests
  • Excellent problem-solving skills and a tenacious approach to customer needs
  • A desire to learn and get “hands-on” with hardware and software products
  • A strong work ethic and intuitive skills
  • Excitement for learning new skills and taking on new challenges
  • An improvement mindset, with the desire to learn from challenges and prevent repeat occurrences
  • Ability to explain complex processes to customers of varying skill levels and backgrounds
  • High EQ and ability to communicate with empathy and sensitivity


Responsibilities:

  • Provide guidance to customers setting up their farming business during Freight Farms' post-sale process
  • Provide phone and email support to and train customers in the use of hardware products and basic plant growing techniques
  • Utilize engineering documents, data analysis, and research to find solutions for hardware and plant science related issues
  • Solve problems by clarifying the customer's issue, determining root cause, providing clear steps to repair, and following up to ensure resolution
  • Work collaboratively across departments to solve problems and meet deadlines
  • Provide user feedback to Design and QA teams for implementation in future products
  • Perform some manual work directly with company products (mechanical, electrical, plumbing)
  • Domestic and international travel will be required periodically


Requirements:

  • Excellent follow through on initiatives and consistency in communication
  • 2 or more years experience in a technical support role or 5+ years working in a non-technical customer facing role.
  • Strong written and verbal communication skills
  • Resourcefulness and a willingness to creatively solve problems
  • Ability to work backward from a symptom to identify the source of an issue
  • Ability to handle multiple projects with varying priorities and management styles
  • Data analysis and synthesis
  • Commitment to company values


Preferred Qualifications:

  • Basic understanding of plant science
  • Engineering background strongly preferred
  • Experience with some or all of the following hardware and software troubleshooting (Electrical Schematics, Plumbing/Irrigation, Wired/Wireless Networks, Programming Logic Controllers)
  • Experience in basic IT communications (Slack, Zoom, Google Docs, Hubspot)


Job Type: Full-time

Work Location: Hybrid (In person M/Th | Remote T/W/F)


Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance


Ability to commute/relocate:

  • Boston, MA 02127: Reliably commute or planning to relocate before starting work (Required)