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Customer Support Officer

Become an integral part of our customer support and development team and processes, delivering exemplary service to our grower customers.

Posted on:
October 5, 2018
Closing date:
November 16, 2018

Job title: Customer Support Officer  

Reporting to: Support Manager

Salary: A market competitive package including participation in The Yield’s employee share options plan.

Hours: Permanent Full Time

Location: Melbourne CBD 

About us

The Yield is an Internet of Things (IoT) agriculture technology company that works with leading growers, helping improve their yields by providing on-farm sensors and a platform that helps them make better every day decisions. Come join us in changing the face of agricultural technology and help feed the world without wrecking the planet.

We are looking for a Customer Support Officer to ultimately ensure our clients are provided exemplary customer service. You will also ensure our Customer Success team are always informed, enabled to achieve targets and contribute to business growth.

Since you'll be talking directly to our clients, some experience in the agricultural industry is important. You may have grown up on a farm or in a rural area, worked on a farm on in agronomy, agribusiness or environmental science and are now looking for a role where you can use that knowledge.

An understanding of our technology is also highly preferred; experience in cloud and IoT technology as well as maintaining and updating distributed agriculture and farm area networks (FAN) is important.

If successful, you'll also be responsible for communicating with clients, coordinating third party services and contributing to the Support and Development processes.

You will:

  • Maintain and update our remote hardware
  • Provide exceptional and timely customer service to existing and new clients
  • Log, prioritise and correctly resolve support tickets
  • Coordinate field service resources
  • Provide on call support as part of a roster system
  • Work closely with the development team to resolve any issues
  • Work within a small, close-knit team
  • Create and update support documentation  

You will bring:   

  • Experience working in a customer support role (2+ years)
  • Experience with Microsoft products including Microsoft Dynamics
  • Hands-on experience in the agricultural industry - highly desirable and looked on favourably
  • Experience in a startup environment - also highly desirable
  • An understanding of RF networks
  • A strong work ethic and self-starting attitude
  • A commitment to providing exceptional support to our customers
  • An ability to think outside the box and pre-empt customer queries and issues
  • An interest in technology and an understanding of its uses and applications
  • A patient, empathetic attitude to the customer service process  

You are a natural communicator who loves engaging with customers and partners.

You have an understanding on the lives and businesses of our grower clients and thrive on providing an outstanding customer experience and driving success across organisations.

You have real-world experience in solving customer issues, updating and maintaining hardware and in working with a diverse section of the business to achieve the best outcome for clients.

You aren’t afraid to take responsibility for your work, to stretch yourself and be challenged.

You are flexible, positive and comfortable operating in a fast paced and rapidly-changing environment.

We also hope you love all things food and can relate to growers and producers across the food chain.

Please apply by sending a resume and cover letter to recruitment@theyield.com

Please note, agency applications will not be accepted for this role. Only those with working rights to Australia need apply.

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