Customer Support Analyst

AGDATA LP; Charlotte (NC); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical plans

HSA/FSA options

Employee Assistance Programs

401(k) with company match

Career paths & training

Open-door culture

Job summary

AGDATA LP in Charlotte, NC is seeking a Customer Support Analyst to assist customers by phone and email, process service desk tickets, and manage data-related inquiries. You will be trained on-site, with the option to work from home after training and occasional in-office visits.

You will gain in-depth knowledge of AGDATA services, handle high-volume support channels, and provide timely updates to leadership. Collaboration with Data Operations and Fulfillment teams is essential.

Qualifications

• MS Office proficiency required.
• Strong communication and phone interaction skills.
• Ability to multitask and manage time effectively.
• Comfort interfacing with clients at a corporate level.
• Willingness to learn and follow business rules.

Responsibilities

• Develop knowledge of AGDATA services and solutions.
• Manage high-volume support channels (Jira, email, phone).
• Provide status updates to leadership and solve user issues.
• Review transaction data and apply business rules to categorize data.
• Support Data Operations and Fulfillment teams as needed.
• Assist customers using Data Dimensions reporting tool when needed.
• Escalate complex tickets to relevant teams as appropriate.

Skills

MS Office

Excel proficiency

Communication skills

Phone experience

Time management

Self-starter

Tools

Jira Service Desk

Jira Confluence

Salesforce

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.

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.

AsCustomer Support Analyst, you will have the opportunity to…

• 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.

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

• Multiple medical, dental, and vision plans
• HSA with employer contributions, FSA options
• Employee Assistance Programs, virtual counseling, pet insurance
• 401(k) with company match
• Clear career paths and ongoing training

Work-Life Balance

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