Technical Support Advisor

2 months ago

Madison, Wisconsin, United States Nofence Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Nofence. As a key member of our support team, you will be responsible for providing exceptional customer service to our US-based customers, ensuring their needs are met and issues are resolved in a timely and professional manner.

Main Responsibilities
  • Customer Support: Respond to customer inquiries via various channels, including phone, email, and ticketing systems, providing accurate and timely solutions to their technical and operational issues.
  • Customer Relationship Management: Maintain close customer contact, ensuring a high level of customer satisfaction and loyalty through proactive communication and issue resolution.
  • Collaboration and Communication: Work closely with cross-functional teams, including Product and Engineering, to resolve complex issues and improve overall customer experience.
  • Documentation and Record-Keeping: Accurately document and update customer records and cases in our CRM system, ensuring seamless knowledge sharing and transfer.
  • Issue Escalation: Escalate complex or unresolved issues to our Product and Engineering department, ensuring timely resolution and minimizing customer impact.
  • Performance Metrics and Reporting: Contribute to collecting statistics on product performance, providing valuable insights to inform business decisions and drive continuous improvement.
  • Knowledge Sharing and Development: Ensure knowledge and information sharing between the central and local support teams, promoting a culture of collaboration and continuous learning.
About You

We are looking for a highly motivated and experienced individual with a strong background in customer support, technical troubleshooting, and communication. The ideal candidate will possess:

  • Relevant Education and Experience: A degree or equivalent in a field relevant to the position, with practical experience and engagement compensating for a lack of formal qualifications.
  • Technical Expertise: Proven experience as a support consultant or similar role in a tech company or industry, with the ability to troubleshoot hardware and software issues using various tools and methods.
  • Product Knowledge: A keen interest in our product and ability to gain competence in our technology, with good IT skills and experience with ICT solutions.
  • Communication and Interpersonal Skills: Strong communication skills, both orally and in writing, with fluent written and verbal communication skills in English.
  • Agricultural Background: A background that enables you to answer general questions related to agriculture or animal husbandry, as well as questions of a technical nature.
About Nofence

Nofence is a pioneering company in the livestock industry, revolutionizing the way farmers manage their livestock. Our virtual fencing solution has the potential to transform the agricultural sector, and we are seeking a talented individual to join our team and contribute to this exciting journey.

We offer a competitive salary, contemporary office environment, IT equipment, pension, and a fun and rewarding work atmosphere that will enable you to thrive within a supportive team. We will also provide full product training and an onboarding process that will give you the opportunity to travel and meet the global team, making you feel part of something special from day one.

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