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Technical Support Lead

Smartwyre

Smartwyre

IT, Customer Service
Raleigh County, WV, USA
Posted on Saturday, June 22, 2024
About Smartwyre

From growers to suppliers to consumers, the agriculture and food ecosystem is facing a fundamental shift that is reshaping the future of food. At Smartwyre, we’re helping our customers adapt to this changing environment by leveraging data and technology to make more informed business decisions. AgTech is poised for explosive digital growth and we’re at the center of that opportunity.

Today, Smartwyre consists of a team of approximately 100 full-time professionals organized across our Product, Engineering, Customer Success, Data Operations, Marketing, Sales, and Corporate functions.

We’re a "remote-first" company with core teams in Denver, CO; Raleigh-Durham, NC; and London, United Kingdom. Come join us!

About The Role

As a Technical Support Lead, you will work closely with our customers to understand their needs and provide support for our software solutions. You will utilize both technical expertise and interpersonal skills to provide the highest level of service and support to internal and external customers. You will support all users and departments with general questions about the Smartwyre product offering.

Technical Customer Care: maintain customer satisfaction by providing world-class service to both external and internal customers with accurate, up-to-date information on product utilization.

Organization and Time Management: manage customers’ expectations quickly via teams calls or phone calls.

Problem Solving: address and resolve problems regarding product utilization, user experience issues, and general platform feedback.

Customer Communication: manage customer satisfaction by communicating timing expectations and resolution. Help with developing annual goals to improve customer engagement.

Process Improvement: identify ways to improve customer service activities and develop standard operating procedures.

Our Ideal Candidate

You have a passion for working with customers, leveraging your track record 3-5 years of technical experience as a support lead

You love solving problems with your technical software experience and proven ability to explain complex instructions to end users

You possess grace under pressure to thrive in a fast-paced environment, maintaining professionalism while under tight timelines

You will drive efficiency and effectiveness in your daily tasks by using your expertise in MS Office to improve speed to solution

You're a great communicator with excellent written and verbal communication skills

You build strong relationships (internally and externally) to help solve problems collaboratively

What we offer

Competitive salary

Healthcare

401k contribution match

Remote working culture

Please know we are currently not hiring candidates that reside in any of the following US states: CA, OR, WA, NV, AZ, NY, MA, IL, MI, NJ, CT, OH. However if you are open to relocation the please still apply and include that in your application.

Compensation package includes incentive bonus target and equity options.