Technical Support Executive

BD Agriculture (Malaysia) Sdn Bhd; Klang City; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading agricultural technology company located in Klang City, Malaysia, is seeking a Customer Success Collaboration professional. The role involves driving customer usage of smart farming solutions, ensuring effective onboarding, and proactively identifying customer needs. Candidates should have strong communication and analytical skills to support farmers effectively. This position offers opportunities for professional growth in a dynamic environment.

Qualifications

• Experience in customer success or support roles.
• Strong communication skills to interact effectively with clients.
• Ability to analyze data to identify customer needs and improve adoption.

Responsibilities

• Drive successful customer usage and adoption of smart farming solutions.
• Ensure effective onboarding and proactive support for farmers.
• Monitor customer health and engage proactively with at-risk farmers.

Skills

Customer relationship management

Technical troubleshooting

Data analysis

Communication

Problem-solving

Job description

BD Agriculture (Malaysia) Sdn Bhd – Bukit Raja, Selangor

Customer Success Collaboration

• Work closely with the Customer Success Manager (CSM) to drive successful customer usage and adoption of smart farming solutions.
• Proactive Onboarding & Support: As part of the Customer Care team, ensure farmers are onboarded effectively and set up for success by anticipating and addressing potential challenges early.
• Anticipate Customer Needs: Maintain regular contact with farmers to proactively identify issues, suggest improvements, and ensure the technology delivers optimal value.
• Account Retention & Growth: Monitor customer health and proactively engage with farmers who may be at risk or could benefit from additional features or services.
• Identify Product Adoption Gaps: Analyze usage data to uncover underutilized features and work with farmers to increase engagement and adoption.
• Customer Journey Mapping & Optimization: Continuously refine the customer journey, guiding farmers through best practices for onboarding, feature adoption, and satisfaction.
• Feedback Loop & Product Advocacy: Collect and relay customer feedback to inform product development and ensure the solution evolves with farmers’ changing needs.
• Collaborative Problem Solving: Partner with Sales, Product, and Tech teams to anticipate and resolve complex customer challenges before they escalates.

Second-Level Technical Support Responsibilities

• Technical Escalation Point: Act as the single point of contact for service teams across Asia for issues that cannot be resolved at the first or second support level.
• Bug Analysis & Developer Support: Investigate software bugs by analyzing customer setups and assisting developers in reproducing issues. This may involve direct customer contact and remote access (e.g., via TeamViewer).
• Installation Consulting: Advise service technicians on installing complex system setups to ensure smooth deployment and operation.
• Software Testing: Conduct functional tests of software during development and prior to release to ensure quality and reliability.
• Test System Setup: Prepare and maintain test environments to support development and troubleshooting activities.
• Documentation Support: Contribute to technical documentation to support internal teams and improve customer-facing resources.

Requirements

• Work closely with the Customer Success Manager (CSM) to drive successful customer usage and adoption of smart farming solutions.
• Proactive Onboarding & Support: As part of the Customer Care team, ensure farmers are onboarded effectively and set up for success by anticipating and addressing potential challenges early.
• Anticipate Customer Needs: Maintain regular contact with farmers to proactively identify issues, suggest improvements, and ensure the technology delivers optimal value.
• Account Retention & Growth: Monitor customer health and proactively engage with farmers who may be at risk or could benefit from additional features or services.
• Identify Product Adoption Gaps: Analyze usage data to uncover underutilized features and work with farmers to increase engagement and adoption.
• Customer Journey Mapping & Optimization: Continuously refine the customer journey, guiding farmers through best practices for onboarding, feature adoption, and satisfaction.
• Feedback Loop & Product Advocacy: Collect and relay customer feedback to inform product development and ensure the solution evolves with farmers’ changing needs.
• Collaborative Problem Solving: Partner with Sales, Product, and Tech teams to anticipate and resolve complex customer challenges before they escalates.