Customer Support Analyst

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.

As Customer 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.