Customer Support Specialist

About 360 RAIN

360 RAIN is an adaptive application system that includes an autonomous machine, infrastructure, and appbased control. The system autonomously delivers water, nutrients, and manure throughout the season while the farmer has control to adapt input selection, application rates, and timing to fit their operation.

Overview

The Customer Support Specialist serves as the first point of contact for customers calling the 360 RAIN support queue, handling 40- 80 inbound calls per day in a fast-paced, customer-focused environment. This role is responsible for efficiently gathering information, asking probing questions to understand customer needs, documenting accurate and detailed notes, and creating support tickets for resolution by specialized 360 RAIN support teams. The ideal candidate possesses strong communication skills, a professional and energetic phone presence, and the ability to quickly assess issues and route cases appropriately. Success in this role requires a commitment to exceptional customer service, attention to detail, strong organizational skills, and the ability to leverage available resources and knowledge systems to ensure a seamless customer experience and effective handoff to internal support teams. Previous customer service, call center, or agricultural industry experience is preferred.

Key Responsibilities

• Answer and manage 40-80 inbound calls per day through the 360 RAIN support queue in a professional and efficient manner.
• Quickly assess customer needs and gather relevant information during each customer interaction.
• Document detailed and accurate notes from customer conversations.
• Create and maintain support tickets in the designated ticketing system.
• Route and transfer tickets to the appropriate 360 RAIN specialty support team based on issue type and required expertise.
• Ensure all customer concerns are properly documented to facilitate efficient case resolution by downstream support teams.
• Maintain established service levels for call handling, documentation accuracy, and ticket creation.
• Provide courteous, customer-focused service while managing a high-volume call environment.
• Follow departmental procedures, workflows, and quality standards for customer interactions and case documentation.
• Communicate effectively with customers and internal support teams to ensure seamless issue handoff and resolution.

Education & Experience

• High school diploma or equivalent required.
• Previous customer service or call center experience preferred.
• Agricultural industry knowledge or experience preferred.
• Experience working in a fast-paced, high-volume customer support environment is a plus.

Knowledge, Skills & Abilities

• Positive attitude and commitment to delivering exceptional customer service.
• Ability to remain calm and professional when handling challenging customer interactions.
• Strong desire to learn and continuously expand product and process knowledge.
• Team-oriented mindset with a focus on supporting efficient issue resolution and customer satisfaction.
• Excellent verbal communication and active listening skills.
• Strong and professional phone presence with an energetic, customer-focused demeanor.
• Ability to ask effective probing questions to gather accurate information and identify customer needs.
• Strong critical thinking and analytical skills to assess issues and determine appropriate routing.
• Ability to quickly learn, navigate, and utilize company resources, systems, and knowledge bases to obtain accurate information.
• Strong attention to detail with the ability to accurately document customer interactions and create support tickets.
• Ability to manage multiple tasks while maintaining quality and efficiency in a high-volume call environment.
• Strong organizational and time management skills.
• Proficient with basic computer applications and customer relationship management (CRM) or ticketing systems.
• Ability to work independently and collaboratively with multiple support teams

Benefits

• Medical, Dental, Vision, Life and Disability, Accident and Critical Illness Insurance
• 401(k) plan with company matching contributions
• Paid Time Off
• Paid Holidays

Pay: $19.00 - $28.00 per hour

Work Location: In person

Salary : $19 - $28