Customer Support Representative

As a Customer Support Representative , you'll be the frontline expert helping users, ranging from independent growers to commercial agronomists, to maximize the full value of the platform. Your contributions will elevate user experience through exceptional technical support, structured guidance, and an empathetic, solutions-focused approach.

Key Responsibilities

• Respond to support requests (via phone, email, chat) from U.S.and Canadian-based users.
• Guide users through platform workflows such as initial login, creating fields, platform navigation and platform features such as field monitoring, seeding, nutrition and fertility, crop protection, and machinery platform connectivity on both web and mobile interfaces
• Facilitate new user onboarding sessions; lead platform walkthroughs and best-practice training
• Facilitate general training sessions for internal and external users
• Provide documentation support, including user guides and FAQs.
• Troubleshoot common user challenges such as login issues, password changes, simple questions, connectivity issues within required response times (typically 24hours)
• Escalate complex or technical issues to engineers, providing context for the issue, ensuring timely feedback and follow-ups, and translating solutions back to the customer
• Gather insights on customer experience and challenges; relay these to the Product or Agronomy teams to elevate the software’s functionality and usability.
• Utilizing tools such as SalesForce and other CRMs and communications tools to navigate configurations, manage cases, generate reports, glean insights, etc.
• Help translate the user experience from the front lines using key metrics, analytics, and anecdotes that allow the company to understand our strengths and opportunities.
• Work alongside agronomic experts, developers, and commercial teams to ensure cohesive customer engagement.
• Proactively explore the newest functionality and updates to our products. Your job is to understand the use cases, workflows, how-tos, nuances, and future improvements of constantly evolving products.

Qualifications

• Required
• 1–3 years in customer support, preferably in SaaS, agricultural tech, or precision farming.
• General understanding of agriculture
• Strong communication skills, especially in simplifying technical concepts and providing clear, empathetic support over the phone and email.
• Aptitude for learning digital farming tools and translating complex data into actionable advice.
• Preferred
• Experience or familiarity with precision farming, GIS tools, or agricultural decision-support platforms.
• Understanding of agricultural operations, including seeding, fertilization, crop protection, and machinery integration.
• Experience training new users on digital workflows and platforms

Why join?

Shape the next generation of ag-tech, helping growers optimize yields, inputs, and sustainability.

Work with a platform steeped in innovation—powered by over 25 years of crop modeling and backed by global partnerships.

Support a product at the forefront of digital agriculture—featuring tools such as crop phenology and disease models & forecasts, seed and crop input optimization tools, and seamless machinery connectivity.

Opportunity to impact agriculture, sustainability, and profitability across farm operations