Customer Support Analyst

AGDATA, LP; Charlotte (NC); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Paid time off

Remote work options

Office snacks

Job summary

AGDATA is seeking a Customer Support Analyst to assist clients by phone, manage service desk tickets, and ensure accurate issue resolution. The role requires strong communication skills, technical aptitude, and a customer-first mindset. Training occurs on-site in Charlotte, NC, after which there may be remote work options.

Ideal candidates have 1+ years in customer support, proficiency with MS Office, and basic SQL. Spanish is a plus. Occasional after-hours work may be required based on volume.

Qualifications

• 1+ years of customer support experience.
• Basic SQL skills (you will be taught if needed).
• Bilingual – Spanish is a plus, but not required.
• Proficient in MS Office, especially Excel.
• Able to multitask, set priorities, and manage time effectively.
• Able to speak with customers on the phone and in writing.

Responsibilities

• Support customers via phone (inbound and outbound).
• Process service desk tickets and manage client requests.
• Interface with manufacturer clients at a corporate level when needed.
• Work independently and stay proactive to resolve issues.

Skills

MS Office

Phone communication

Time management

Self-starter

Independent work

Customer interaction

Detail oriented

Multitasking

Tools

Jira Service Desk

Jira Confluence

Salesforce

SQL basics

Job description

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.
Visit us at www.agdata.com

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.
In order to be successful in your role, it is important that you…

• 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.

It would be even better if you have the below skills/qualifications, but they are not a must….

• 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.

Considering the below some of your characteristics? Get in touch!

• Detail oriented with the ability to set priorities as well as time management skills.
• Analytical – a keen ability to diagnose and resolve customer issues while educating customers on the resolutions.
• Motivated self-starter.
• Proactive attitude toward your work and suggesting improvements to the customer experience.
• Effective communicator via phone and email.

Why You’ll Love Working Here

Health & Wellness

• Multiple medical, dental, and vision plans
• HSA with employer contributions, FSA options
• Employee Assistance Programs, virtual counseling, pet insurance

Financial & Career Growth

• 401(k) with company match
• Tuition reimbursement
• Clear career paths and ongoing training

Work-Life Balance

• Paid time off and company-wide holiday break
• Flexible hours and remote work options

Office Perks

• Brand-new office space with free snacks and drinks
• Open-door culture with direct access to leadership
• Monthly town halls with lunch provided
• Recognition through our Shout Out Program

Ready to Join Us?

If you’re passionate about customer support and excited to grow with a forward-thinking company, we encourage you to apply!