Customer Excellence Agent

Si-Ware solutions enable businesses to bring the lab to the field and make the concept of analyzing anywhere with high ROI a reality. Combining sensors that have unprecedented performance and accuracy with a growing cloud-based marketplace App Store carrying various applications including feed, grain, and milk analysis. 

Job Responsibilities

Our Customer Success Engineers spend their day on the phone and emails coordinating, diagnosing, and troubleshooting incoming customer calls for a wide variety of clients and industries. They are the first point of contact and representative for all support service requests. These are requests for support for technical issues & customer complaints involving Mobile, Si-Ware hardware and portal applications from customers using our services and hardware units.

Agents should focus on customer satisfaction and be results-oriented. Technical Collaboration with an effective communicator and strong technical background enables our customers to maintain their units at peak performance and maximize productivity for their intended use case.

Day to Day work responsibilities

• Troubleshooting capabilities for Hardware and applications

• Problem solving and troubleshooting, with analyzing the customer challenges and problems

• Prioritization of tasks and responsibilities

• Bug reporting and escalation is based on good judgment and clear description of problems/bugs. Manages escalated cases from internal channels to troubleshoot issues customers are facing.

• Customer handling online/over the phone and through emails.

• Reporting periodically and accurately. Utilize support tools and resources necessary to solve the customer issue.

• Introduce workarounds in case no immediate solutions are available.

• Identify and suggest possible improvements on procedures

• Handles incoming support channels to troubleshoot customer inquiries.

• Proactively identifies improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Bachelor’s degree in Languages, Business, or a related field.

• Engineering or IT background preferred but not required.

• 1-3 years in technical support or customer-facing roles.

• Experience troubleshooting hardware and application issues.

• Excellent English proficiency (written and spoken).

• Additional languages are a plus, with preference for Spanish, Portuguese, Dutch, Chinese, and French.

• Strong problem-solving and analytical abilities.

• Familiarity with bug reporting tools and hardware/software troubleshooting.

• Excellent communication and customer service orientation.

• Ability to manage tasks, prioritize, and adapt in fast-paced environments.

• Experience with mobile applications and support tools.

• Strong organizational and reporting skills.