Customer Support Analyst - Bilingual

AGDATA, LP; Charlotte (NC); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Holiday options

Work from home

Health coverage

Retirement plan

Tuition reimbursement

Employee assistance program

Ergonomic assessments

Free snacks & beverages

Job summary

AGDATA seeks a bilingual French/English support specialist to provide real-time troubleshooting for AGDATA tools and services, maintain client relationships, and collaborate with cross-functional teams. You may work from home with some in-office duties as needed.

We offer paid time off, holiday options, flexible hours, comprehensive health coverage, retirement plan, tuition reimbursement, and an Employee Assistance Program to support your well-being and growth.

Qualifications

• Bilingual in French and English, comfortable in phone and email communication.
• Strong reading comprehension, critical thinking and problem solving.
• Able to multitask, set priorities and manage time effectively.
• Collaborates well in a team and can work independently.
• Proficient in MS Office.

Responsibilities

• Provide real-time support and troubleshoot for AGDATA tools and services.
• Diagnose and resolve customer data submission issues and educate customers.
• Maintain positive relationships throughout the life-cycle of accounts.
• Collaborate across engineering, sales, and customer success; escalate as needed.
• Make outbound support calls to suppliers and customers.
• Data entry, data processing, cleansing, matching, and issue resolution.
• Develop in-depth knowledge of AGDATA services and solutions.
• Think creatively to improve customer experience and processes.

Skills

French

English

Reading comprehension

Problem-solving

Multitasking

Team collaboration

MS Office

Tools

JIRA

Job description

We are the most trusted provider of data collection and management, marketing program management, and analytical solutions for our Crop and Animal Health industry clients. With data services at the core – surrounded by an extensible array of streamlined software solutions – our unified platform represents over three decades of innovation and expertise in the agriculture, crop protection, specialty chemical and animal health industries. Backed by an entrepreneurial, creative and energetic work force, teammates at AGDATA have been pushing the boundaries of technology to enhance our relationships with our clients since 1985.

At AGDATA, we seek out and reward people who are adaptable, accountable, collaborative and curious and are looking to grow. We want our teammates to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company.

You should be local to our Cambridge office to ensure that you can come into our office to complete some of the responsibilities in office, as needed.

In this role, you will have the opportunity to…

• Provide real-time support and troubleshoot for technical issues on all AGDATA proprietary tools and services
• Diagnose, investigate, and resolve customer data submission issues while educating customers on resolutions and best practices
• Maintain positive relationships throughout the life-cycle of all assigned accounts and clients
• Collaborate across functional teams (engineering, sales, customer success) and boarders to escalate cases to appropriate team members and other departments based on severity and complexity
• Make outbound support calls to suppliers and customers
• Assist in data entry, data processing, cleansing, matching, and issue resolution
• Develop an in-depth knowledge of all AGDATA services and solutions that you support
• Think creatively about ways to improve the customer experience and internal processes

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

• Are bilingual: French and English. You must be comfortable using both languages to communicate by phone and email.
• Have strong reading comprehension, critical thinking, and problem-solving skills
• Are able to multitask, set priorities and manage time effectively
• Are able to collaborate well with a team, but also able to manage workload independently
• Are proficient in MS Office

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

• Experience using ticketing platforms (like JIRA)

• Motivated self-starter
• Proactive attitude toward your work and suggesting improvements to the customer experience.
• Effective communicator via phone and email

How AGDATA Will Have Your Back:

• Emphasizing work life balance: you’re immediate eligible for paid time off and we also have competitive holiday options available including the week between Christmas and New Year’s. Thespecial perk here is that the entire organization is off at the same time.
• Supporting the communities we live and operate in: You are eligible for paid time off that you can use for volunteering purposes.
• Offering flexibility: we understand, life happens. You can work from home and partner with your manager to flex your hours.
• Supporting your health & well-being: our health, vision, dental and prescription drug coverage ensures that you and your family including your domestic partner and their child(ren) have optimal coverage available.
• Helping you save: you’ll have access to a Health Care Spending Account funded with employer contributions.
• Planning for the future: you can plan for the near and long term with AGDATA’s retirement savings plan (GRSP) with matching company contributions and our tuition reimbursement program.
• Ensuring all around well-being: you’ll also get to enjoy access to ancillary benefits, Employee Assistance Programs including virtual counseling sessions, Ergonomic Assessments, and other employer paid benefits that will help you and your family stay on track physically, socially, emotionally, and financially.
• Living an open-door environment: you’ll have unparalleled visibility and communication with senior leadership across the organization. Each of our executive team members meets with our new hires during their first quarter.
• Supporting atmosphere encouraging positive feedback: Our Shout Out Program gives our associates the opportunity to give feedback at any time which will be shared and celebrated company-wide and may even be topped off with an award.
• Ensuring clear communication: Our monthly in-person and virtual town halls led by our CEO and other Leaders guarantee everyone stays up-to-date. We make sure to provide lunch so you can socialize and collaborate.
• Offering a best-in-class onboarding experience: AGDATA invests heavily in our associates' training and development. Our Training team is fully dedicated to ensuring your onboarding will be successful and also focuses on the continued development of your soft and hard skills.
• Being comfortable in the office: Need or want to come into the office? Free snacks and different types of drinks will be available for you to choose from.