Customer Support Analyst (MUST BE LOCAL TO CHARLOTTE, NC)

AGDATA LP•Charlotte, NC

1d•Hybrid

About The Position

AGDATA is the most trusted provider of data collection, data management, marketing program management, and analytical solutions for clients in the Crop and Animal Health industries. With data services at the core—supported by a flexible suite of software solutions—our unified platform reflects over 30 years of innovation and expertise across agriculture, crop protection, specialty chemicals, and animal health. Backed by a creative and energetic team, AGDATA is continuously pushing the boundaries of technology to strengthen client relationships and deliver impactful results. We’re powered by a creative, energetic team that’s passionate about pushing the boundaries of technology and delivering exceptional client experiences. If you're looking to make an impact and grow your career, we’d love to meet you. Please note: You must be local to our Charlotte, NC office Position Summary: AGDATA is currently seeking a Customer Support Analyst for a full-time position. If you love working to support customers via phone (inbound and outbound), service desk ticket processing, are detail-oriented and ready to grow, this might be for you. The Customer Support Analyst will play a critical role in supporting and managing clients. You should be local to our Charlotte office so that you can be trained on-site. Once your training is completed, you can work from home if you prefer and may be asked to come into the office sporadically. As Customer Support Analyst, you will have the opportunity to…

Requirements

Are proficient in MS Office, especially in Excel Spreadsheets.
Have the ability to multitask, set priorities, and manage time effectively.
Are not afraid to talk on the phone and speak to our clients.
Are able to explain complex issues in a simple straightforward manner in both verbal and written communication.
Are able to interface with our manufacturer clients at a corporate level.
Are a self starter and able to work independently.
Work until the task is completed. During higher volume times this may include time outside of standard business hours.
Are able to follow business rules and do due diligence to double check yourself and others.
Are able to participate in in-person activities such as collaboration days and fulfillment activities.

Nice To Haves

Basic SQL skills (if you do not know, you will be taught).
Knowledge of Jira Service Desk Ticketing navigation as well as Jira Confluence knowledgebase.
Some experience with Salesforce.
1+ years of customer support experience.
Bilingual – Spanish is a plus, but not required.

Responsibilities

Develop an in-depth knowledge of all AGDATA services and solutions that you support.
Manage high-volume inbound and outbound support channels, including Jira, email and phone
Provide updates, status and issue completion information to your leadership team.
Review point-of-sale transactions received nightly from retailers and apply documented Business Rules to accurately format, identify, problem-solve if necessary, and assign to the correct grower entities
Understand program logics and processes in order to provide a high level of customer support to Field Sales Team and Customers
Communicate with Field Sales Team and Customers and adequately answer questions, provide assistance, and troubleshoot issues in a timely manner
Support activities of the Fulfillment and Data Operations departments as required
Provide assistance to customers looking to report grower sales data via Data Dimensions (proprietary reporting tool) when needed
Think creatively about ways to improve the customer experience and internal processes
Escalate tickets to appropriate team members and other departments based on severity and complexity.
Focus on learning our exciting business and also be provided with very clear career paths to ensure advancement.
Develop leadership and project management skills.
Work with a dynamic group of analysts to support a dynamic customer base.