Customer Service and Support Specialist

6 days ago

Sacramento, California, United States Semios Full time
Job Description

Company Overview

Semios is a leading provider of innovative solutions for the agriculture industry, leveraging the internet-of-things (IoT) and big data to improve the sustainability and profitability of specialty crops.

Job Summary

We are seeking a highly motivated and experienced Customer Service and Support Specialist to join our team. As a key member of our customer success team, you will be responsible for providing exceptional support to our customers and internal stakeholders, ensuring seamless adoption and utilization of our technology solutions.

Key Responsibilities

  • Pre- and Post-Sales Administrative Support
    • Conduct pre-sale activities, including creation of customer accounts, quotes, and sales orders.
    • Update and maintain internal systems (CRM, etc.) for assigned territory.
    • Ensure accurate logging of customer communications within the CRM for assigned territory.
    • Initiate, coordinate, and execute customer renewals both remotely and in person.
    • Work closely with local Territory Managers to ensure preparation activities for renewals or upcoming customer meetings are completed.
    • Create and execute service tickets for assigned customers in a timely manner.
  • Customer Engagement and Support
    • Conduct onboarding with customers and their teams both virtually and in person.
    • Provide continuous support to customers in assigned territory, being the first line of support via phone, email, and in-app chat.
    • Attend and represent the company at various trade shows and events, showcasing Semios' products and services to customers and prospects.
    • Support Territory Manager with customer requests, including providing information about planned, ongoing, or completed services.
    • Document and relay product feedback and customer suggestions to the Semios team via appropriate channels.
    • Ensure customer engagement with Semios' suite of tools via regular outreach to ensure they are getting the most out of our products.
    • Ensure customers are aware of and educated on the power of Semios' tools.
  • Internal Support
    • Support various company initiatives.
    • Collaborate with Sales Operations to ensure sales data in systems is complete and accurate.
    • Work closely with Finance, Grower Relations, and Channel teams to support sales growth and strategic initiatives.
    • Work as a team with the Territory Manager in your region, enabling them to focus on selling.
    • Contribute to the creation and updating of customer resource material.
    • Represent the customer's voice and help champion best practices of customer onboarding, adoption, and product use experience.
    • Document and relay product feedback and customer suggestions back to the Semios team.
    • Suggest and implement ways to improve all processes in the customer journey.

Requirements

We are looking for a highly motivated and experienced professional with:

  • 2+ years of professional experience working with customer onboarding, implementation, adoption, and technical support.
  • Highly tech-savvy with the ability to quickly learn and adapt to new technologies and tools.
  • Familiarity working with software applications and data.
  • A magnetic personality and skill for winning customers' time and trust.
  • Superb listening and presentation skills to build and maintain customer relationships.
  • Ability to prioritize and focus efficiently on multiple customers and products.
  • Orientation towards taking initiative and continuous improvement.
  • Valid driver's license and ability to commute when necessary.

Preferred Qualifications

Degree or diploma in business or a related field is preferred. Direct experience working in Agriculture is also a plus.

Compensation and Benefits

This is a non-exempt hourly position with a range of $23-$32 per hour. Please note that the base pay offered may vary based on factors including but not limited to knowledge, skills, and experience, as well as geographic location.

We offer a comprehensive benefits package, including customizable health benefits, 401(K) plan, company-paid holidays, paid vacation, and sick leave.

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