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Client Support Engineer

4 months ago

Boston, United States Freight Farms Inc Full time
Client Support Engineer at Freight Farms

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:

We are looking for an AWESOME Client Support Engineer to help with inbound traffic and solving customer issues. Our Client Support Engineers are 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 Client Support Engineer 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 use a variety of resources to reach resolution. Our customers come from a range of backgrounds, so this candidate should be able to clearly communicate solutions. If you enjoy learning new technologies, teaching your knowledge to others, and you want to impact the food system, we want to hear from you

The ideal candidate will possess:
* A “can-do” attitude
* Excellent problem-solving skills and the ability to think on your feet
* A desire to learn and get “hands-on” with hardware and software products, including mechanical, electrical, and plumbing systems
* Ability to explain complex processes to customers of varying skill levels and backgrounds
* Ability to collect information from a variety of sources and synthesize precise instruction
* High EQ and ability to communicate with empathy and sensitivity
* An improvement mindset, with the desire to learn from challenges and prevent repeat occurrences

Responsibilities:
* Provide phone and email support to guide customers through operating and troubleshooting hardware and software systems
* Solve problems by clarifying the customer's issue, determining root cause, providing clear steps to repair, and following up to ensure resolution
* Utilize engineering documents, data analysis, and research to find solutions for hardware and plant science related issues
* Answer product and service questions for both existing and potential customers
* Perform some manual work directly with company products (mechanical, electrical, plumbing)
* Provide user feedback to Design and QA teams for implementation in future products
* Work collaboratively across departments to solve problems and meet deadlines
* Domestic and international travel will be required periodically

Requirements:
* Excellent follow through on initiatives and consistency in communication
* 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
* 2 or more years experience in a technical support role or equivalent, e.g. 2+ years in a technical role with some teaching or mentoring experience, or 5+ years working in a non-technical customer facing role
* Ability to handle multiple projects with varying priorities and management styles
* Data analysis and synthesis
* Commitment to company values
* Willingness to travel 25% of the time

Preferred Qualifications:
* Experience with some or all of the following hardware and software troubleshooting: electrical systems, plumbing/irrigation, wired/wireless networks, programming logic controllers
* Basic understanding of plant science
* Experience in basic IT communications (Slack, Zoom, Google Docs, HubSpot)

Job Type: Full-time

COVID-19 considerations:

We are currently abiding by hygiene, sanitation and social distancing protocols pursuant to the state and federal government. We will adjust our telecommuting policies as more health data is revealed in a positive trend.

Application Question(s):
* What interests you about this position at Freight Farms?
* What is your favorite and least favorite part of working directly with customers?
* Are you willing to work outside of normal working hours (9 to 5) if necessary for customers in different time zones around the globe?

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

Job Type: Full-time

Benefits:
* 401(k)
* Dental insurance
* Flexible schedule
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Compensation package:
* Bonus opportunities
Schedule:
* Monday to Friday

Application Question(s):
* What is your favorite and least favorite part of working directly with customers?
* What interests you about this position at Freight Farms?
* Are you willing to work outside of normal working hours (9 to 5) if necessary for customers in different time zones around the globe?

Work Location: In person