Customer Support Specialist

Levno has developed a world-leading on-farm monitoring suite that dramatically improves the efficiency and productivity of the agriculture sector. We are transforming how the sector operates by providing farmers and agribusinesses with real-time insights that allow them to operate more efficiently and sustainably.  

We’re solving hard problems with a world-class team and are proud of our high-performing, positive, and inclusive culture. We’re specifically looking for people who love the idea of working in a high-growth organisation and who are as excited about our vision as we are. We want someone who can determine their behaviour and drive decisions based on our values of Win Together, Find a Better Way, Own the Outcome & Enjoy the Ride. 

As a Customer Support Specialist, you will play a pivotal role in ensuring our customers receive outstanding service and assistance. You will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing guidance to ensure a seamless experience with our products or services. This role requires exceptional communication skills, problem-solving abilities, and a customer-centric mindset to effectively assist customers and uphold our brand reputation. We also require flexibility in our 8 hour days, to endorse a healthy work/life balance via a rotational roster system. Some start at 6am, some finish at 9pm, but never the two together. There is also an on-call component across the weekend remunerated in addition. 

Responsibilities

• Respond to customer inquiries via communication channels such as phone, email - and soon, chat - promptly and professionally. 
• Identify and assess customer needs to provide accurate and effective solutions or guidance.
• Troubleshoot technical issues and provide step-by-step instructions for problem resolution.
• Maintain a comprehensive understanding of company products or services to address customer questions and concerns effectively.
• Document customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
• Collaborate with other departments, such as Sales, Product Development, and Operations, to escalate and resolve complex issues.
• Proactively identify opportunities for process improvements to enhance the overall customer experience.
• Stay updated on product updates, new features, and industry trends to better assist customers and provide relevant information.
• Uphold company policies and procedures while delivering exceptional service to customers.
• Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction ratings.

Requirements

• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a focus on delivering practical solutions.
• Ability to remain calm and composed under pressure while dealing with challenging situations.
• Empathy and patience to understand customer concerns and provide personalised support.
• Ability to adapt to a fast-paced and dynamic work environment.
• Familiarity with CRM systems and customer support tools preferred.
• Previous experience in customer service or a related field is advantageous.
• Agri and tech industry knowledge a bonus

Benefits 

• A competitive salary + commission for cross & upsell opportunities 
• Annual reviews to support your career development  
• Hybrid working with 4 days in the office and 1 from home, with our offices based in Palmerston North. For this reason only applicants living within a realistic distance from the office will be considered. 
• A wellbeing & development policy, Better Me to do just that - better you! 

If this sounds like you, send us your CV and tell us your story!