What are the responsibilities and job description for the Support Technician position at Wiseconn Engineering?
Company Overview:
WiseConn Engineering is a leading AgTech company that has a presence in more than 5 countries that provide farmers with a solution to help them irrigate precisely. The WiseConn platform consists of both hardware and software developed by WiseConn engineers. Our software is accessible through the cloud allowing users to visualize what they are doing in the field and to help make informed decisions. Our patent-pending technology allows farming and irrigation managers to wirelessly monitor, control, and automate irrigation systems online in order to increase revenue, decrease expenses, and provide a faster ROI.
WiseConn is seeking a Support Technician to ensure that our customers are receiving the best level of support possible. We are experiencing tremendous growth, and in this role, you'll have the opportunity to bring in new ideas and/or provide feedback as our company scales.
Summary/Objective:
As a Support Technician, You are proactive and eager to learn in a fast paced AgTech environment. You enjoy working both independently and on group projects. You can communicate effectively with others verbally and in writing. You can identify complex problems and review related information to evaluate options and implement solutions. You are detail-oriented with strong multitasking and organizational skills.
Requirements/Skills:
- Process incoming calls/emails/requests and generating support tickets based on those requests
- Technical and/or have electrical experience (preferred, but not required)
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Call Center and/or Customer service experience
- Excellent Computer Skills
- Experience with Microsoft Office, Ticketing System, Google Platforms
- Experience in Agriculture (preferred, but not required)
- Adaptable/flexible
Job Type/Benefits:
- Occasional Saturdays
- Occasional Holidays
- Bilingual (english/spanish) (Preferred, but not required)
- Education: Associate (Preferred)
- Work authorization: United States (Required)
- Work Location: Fresno Office
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
Education:
- High school or equivalent (Preferred)
Work Location: One location