Technical Support Analyst I

The company where you can make an impact and bring value.

Job Summary:

Greenstone, a Cultura Company, makes innovative, integrated solutions and services for Ag business. This includes business management, commodity management, agronomy, trading, patronage solutions and much more. We are the growth-focused leader in the ag business market.
If this sounds good to you, please take a moment to review our website www.greenstonesystems.com
Greenstone Systems is looking for an experienced, self-driven and motivated Technical Support Analyst I to join our team! As our Technical Support Analyst you will be assisting Greenstone customers with solving problems and providing guidance regarding Greenstone software products. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining knowledge about company products or services to best help customers. The ideal candidate must have experience with oneWeigh and/or scale solutions and a passion for the Agricultural industry and understand Ag business.

Job Description:

Key Responsibilities:

• Provide intermediate & advanced troubleshooting for complex cases.
• Ensure customer issues are resolved within specified target resolutions times
• Document customer communication and case resolution on each case in our CRM system (Salesforce.com)
• Create knowledgebase articles and customer training materials, create videos, and/or provide answers via our customer forum
• Cross-trained on additional products from Greenstone’s product suite
• Assist on projects with Professional Support as needed
• Work with Product Management/Development/QA as needed
• Assist with training other team members based on product expertise

Key Skills and Competencies:

• Outstanding customer service skills.
• Ability to answer a high volume of calls and/or emails daily.
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent.
• Attentiveness and patience.
• Time-management skills.
• Ability to work effectively as part of a remote team.
• Excellent multi-tasking abilities, able to prioritize accordingly.
• Good presentation skills; comfortable presenting to small groups as well as one-on-one.
• Tech Savvy with willingness to learn and grow.
• Can work within Microsoft Suite

Travel:

• Occasionally, travel to a customer site or conference may be required.  Travel will be expected up to 20% as necessary.

Required Experience:

• 3-5 years’ experience working with the AGRIS suite of products
• Knowledge of agribusiness

*This is a remote based position with office options in Alpharetta, GA or Ankeny, IA.

Worker Type:

Regular

Number of Openings Available:

1