Customer Support Associate

Do you want to work for an organization whose products truly matter and that can make a real difference? The reality is that as the world’s population continues to grow, the agricultural industry needs to scale to meet these growing demands. At AGDATA, we’re focused on delivering a greater return for stakeholders throughout the agricultural supply chain. Our efforts are often the difference between financial losses and profitability for farmers, retailers, and distributors. In short, what we do matters If you want to be a part of this, then this opportunity may be for you:
**Position Summary**:
You should be local to our Cambridge office to ensure that you can come into our office to complete some of the responsibilities in office, as needed.

**In this role, you will have the opportunity to**
- Provide real-time support and troubleshoot for technical issues on all AGDATA proprietary tools and services
- Diagnose, investigate, and resolve customer data submission issues while educating customers on resolutions and best practices
- Maintain positive relationships throughout the life-cycle of all assigned accounts and clients
- Collaborate across functional teams (engineering, sales, customer success) and boarders to escalate cases to appropriate team members and other departments based on severity and complexity
- Make outbound support calls to suppliers and customers
- Assist in data entry, data processing, cleansing, matching, and issue resolution
- Develop an in-depth knowledge of all AGDATA services and solutions that you support
- Think creatively about ways to improve the customer experience and internal processes

**It would be even better if you have the below skills/qualifications, but they are not a must.**
- Experience using ticketing platforms (like JIRA)

**Considering the below some of your characteristics? Get in touch**
- Motivated self-starter
- Proactive attitude toward your work and suggesting improvements to the customer experience.

**How AGDATA Will Have Your Back**:

- Emphasizing work life balance: you’re immediate eligible for paid time off and we also have competitive holiday options available including the week between Christmas and New Year’s. The special perk here is that the entire organization is off at the same time.
- Supporting the communities we live and operate in: You are eligible for paid time off that you can use for volunteering purposes.
- Offering flexibility: we understand, life happens. You can work from home and partner with your manager to flex your hours.
- Supporting your health & well-being: our health, vision, dental and prescription drug coverage ensures that you and your family including your domestic partner and their child(ren) have optimal coverage available.
- Helping you save: you’ll have access to a Health Care Spending Account funded with employer contributions.
- Planning for the future: you can plan for the near and long term with AGDATA’s retirement savings plan (GRSP) with matching company contributions and our tuition reimbursement program.
- Ensuring all around well-being: you’ll also get to enjoy access to ancillary benefits, Employee Assistance Programs including virtual counseling sessions, Ergonomic Assessments, and other employer paid benefits that will help you and your family stay on track physically, socially, emotionally, and financially.
- Experiencing a work culture that promotes from within: In 2021, 15% of our associates were promoted internally.
- Living an open-door environment: you’ll have unparalleled visibility and communication with senior leadership across the organization. Each of our executive team members meets with our new hires during their first quarter.
- Supporting atmosphere encouraging positive feedback: Our Shout Out Program gives our associates the opportunity to give feedback at any time which will be shared and celebrated company-wide and may even be topped off with an award.
- Ensuring clear communication: Our monthly in-person and virtual town halls led by our CEO and other Leaders guarantee everyone stays up-to-date. We make sure to provide lunch so you can socialize and collaborate.
- Offering a best-in-class onboarding experience: AGDATA invests heavily in our associates' training and development. Our Training team is fully dedicated to ensuring your onboarding will be successful and also focuses on the continued development of your soft and hard skills.
- Being comfortable in the office: Need or want to come into the office? Free snacks and different types of drinks will be available for you to choose from.
- Knowing one another is incredibly important: This becomes even more transparent as a lot of us are working in different locations. We have initiated a program on Slack (Donut program) allowing you to be paired randomly with one of your colleagues every two weeks and resulting in opportunities to learn and share more about your roles, backgrounds and interests. Don’t miss out on th