Customer Support Analyst

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Analyst

Work setup & shift: Work from home | Nightshift

Why join MicroSourcing?

Youll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Customer Support Analyst, you will:

Position Summary

The Customer Support Analyst is a key position in our Customer Support team. In this position, your “customer first” demeanor will shine as you delight customers and make their experience effortless. On a day-to-day basis, you provide technical assistance for our .

Teamwork and collaboration are key. You will collaborate internally and externally to service the hub of dairy technology stakeholders and be a team player that focuses on the dairy industry and its uniqueness.

Essential Duties and Responsibilities

• Provide direct support to users of Ever.Ag’s FieldAlytics application (both web and mobile platforms)
• Solve diverse set of system issues (from customers or internal colleagues) through investigation of issues that may include application functionality, data setup and connectivity
• Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy technical concerns and find solutions
• Provide qualitative feedback and thoroughly document issues found within solutions while troubleshooting and track through resolution process
• Log all customer interactions in our Salesforce CRM and actively follow-up with appropriate colleagues to share real-time customer activity
• Create and escalate support tickets to the FieldAlytics development team
• Communicate with quick turn-around response time via phone and email, in accordance with the FieldAlytics service level commitment.
• Share knowledge within the team via documentation, on-going training, and participation in testing as needed as well as to ensure on-going improvements in quality and related services
• Encourage customer adoption of Ever.Ag’s appropriate support channels (e.g., support portal)
• Stay up to date on releases and new release client communication
• Attend internal and customer meetings as requested
• Participate in other assigned projects

What You Need:

Non-negotiables

• Bachelor’s degree required, with emphasis on Agricultural Studies and Agronomy
• Desirable candidates will have previous experience with agricultural technology solutions, focused on data tracking (e.g., agricultural field data tracking platforms)

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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