The Technical Support Representative who takes inbound customer support calls, emails, or inquiries, classifies them in Sentera’s customer support system (currently ZOHO DESK), and provides both Customer Support and Technical Support to resolve problems and issues. Will support all of Sentera’s commercial products including hardware and software products and services. Fast paced help desk environment with rapidly evolving products and services requires a tech savvy approach to product support.

Responsibilities:

Provide advanced product/service information and respond to complex customer questions about the product/service.
Respond to more advanced issue escalations promptly and appropriately; obtain managerial approvals as required.
Receive complex technical instructions from engineers and convert it to simple customer instructions on how to resolve issue(s).
Act as a first point of contact for resolving customer issues.
Schedule follow-up actions and enter relevant information into the CRM and DESK systems after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Implement and follow complex multilevel tech support guides.
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Develop knowledge and understanding of the organization's policies and procedures and relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education and reading specialist media.
Other job duties as assigned

Required Skills/Experiences
Strong customer focus.
Strong verbal technical support communication skills.
Strong technical writing and content development skills.
Experience working in fast paced helpdesk environment
Ability to translate complex technical concepts into clear, user-friendly support instruction.
Excellent written communication, attention to detail, and content organization.
Strong collaboration skills with cross-functional teams, including product, engineering, support, and sales and marketing.
3+ years of experience in technical support, technical documentation, content development, or customer education.
Knowledge of customer support processes, onboarding programs, and self-service support strategies.
Proven ability to maintain accurate documentation in a fast-paced product development environment.

Desired / Preferred Experience
Experience in precision agriculture, drones, remote sensing, geospatial technology, SAAS, or ag-tech.
Experience supporting product launches and feature releases.

Notes:
Work Hours: 1st shift with no overtime anticipated