Position Purpose

We are looking for an enthusiastic, quick learner that is passionate about supporting customers in their use of key operational technologies. You will have excellent communication and technical skills and be a proactive problem solver. You are internally motivated by seeing customers succeed in using technologies, reducing user error and translating successful onboarding to increased product utility in a B2B environment. You will manage incoming technical support queries generated by customers (paid and free subscribers and general users) and work closely with the Growth ANZ team to deliver outstanding service to our customers.


Goals include: 

  • To efficiently and effectively triage customer technical support queries for mobile and web applications and across any product integrations so as to meet internal service level agreements and goals for response and resolution times
  • For tickets assigned to you; to solve and respond to the user so as to enhance the customer experience
  • Identify areas of continuous improvement in serving our customers and in the Growth Team ANZ operational and technical support processes
  • Improve the AgriDigital Net Promoter Score and further the CX goals of the Company


Key Responsibilities

  • Respond to customer requests and provide them with solutions within team service level agreements;
  • Analyse, triage and design simple solutions to complex problems;
  • Communicate and build trust with customers to resolve issues at first point so as to eliminate/reduce escalation process;
  • Monitor platform performance, services and resources and ensure that error logs are analysed so that customer experience and sales/onboarding activities are not compromised;
  • Act as a “go to” for helping customers implement new capabilities;
  • Provide technical assistance and training to other Growth ANZ Team members;
  • Identify areas of improvement and develop the tools to assist the Growth ANZ Team 
  • Ensure incidents are resolved within the agreed timelines, recorded and communicated internally and to customers;
  • Escalate issues requiring urgent attention and/or additional assistance;
  • Review Google analytics and obtain actionable customer insights to improve CX with our products and the overall support and success processes we have in place to enhance CX.


Qualifications, Skills & Experience

  • Engineering background is preferred 
  • Experience in either of the following lanuguages (.Net, TypeScript)
  • Strong SQL knowledge to write correct and efficient queries
  • Previous experience with iOS and Android mobile apps preferrable
  • Previous experience with Google analytics preferred
  • Excellent communicator, written and verbal, able to lead and communicate cross-functionally with technical and non-technical team members
  • Self-starter who is willing to be held accountable for deliverables and consistently exceed expectations
  • Excellent time management and ability to prioritize 
  • Team player, willing to work collaboratively in a high-energy, fast-moving, start-up environment
  • Enthusiastic for and experience in agriculture, food or supply chain industries is a plus. 


AgriDigital Company Values

  • Be courageous
  • Empower to deliver
  • Customer first
  • Love what you do

Want to be part of the AgriDigital team?

Apply today and one of our team will be in touch shortly to discuss the opportunity.

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