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Technical Support Specialist

2 months ago

Madison, United States The QTI Group Full time

The QTI Group is partnering with a Madison-based dairy technology organization to hire a Technical Support Specialist. You will provide first-class technical application support for a network of dealers and users throughout the US and Canada. In this role, you will play a pivotal part in bridging the gap between technology and agriculture, supporting dairy farmers in navigating technical issues.


Responsibilities:

  • Develop expertise in proprietary software to become go-to expert to provides remote support and guidance to dealerships and end-users via phone, email, Teams, etc.
  • Respond to service calls and direct inquiries to independently troubleshoot issues
  • Provide input on and participate in training sessions, both in-company and for dealers or end users
  • Provide after-hours support availability on a rotational “on-call” basis – one week every 6 weeks.
  • Provide comprehensive communication and follow ups with software users (dealers and end-users), as well as any related internal staff members
  • Perform daily management of service call statuses to ensure all service calls are being responded to in a timely fashion, entered in the ticketing system and documented correctly, and closed in a timely fashion.
  • Comfortability with travel to customers throughout the Midwest for on-site training opportunities and assisting with installations, upgrades and repair of equipment


Qualifications

  • Degree in Computer Science or related field desired
  • 2+ years of experience serving in a technical customer support capacity, preferably supporting IT network systems or applications
  • Interest in the dairy or agricultural fields strongly desired
  • Strong communication skills (verbal and written) with ability to walk non-technical users through basic technical troubleshooting steps
  • Experience working with a service ticketing system and strong organizational skills to maintain service records
  • Knowledge of dairy industry is a plus but not required
  • Fluency in Spanish is a plus


Compensation - $60-65,000 salary, paid internet and cell phone plans, paid individual personal health insurance, bonus opportunity