Magoya 

Customer Support

• Respond to support requests (via phone, email, chat) from U.S.and Canadian-based users.
• Guide users through platform workflows such as initial login, creating fields, platform navigation and platform features such as field monitoring, seeding, nutrition and fertility, crop protection, and machinery platform connectivity on both web and mobile interfaces
• Facilitate new user onboarding sessions; lead platform walkthroughs and best-practice training
• Facilitate general training sessions for internal and external users
• Provide documentation support, including user guides and FAQs.
• Troubleshoot common user challenges such as login issues, password changes, simple questions, connectivity issues within required response times (typically 24hours)
• Escalate complex or technical issues to engineers, providing context for the issue, ensuring timely feedback and follow-ups, and translating solutions back to the customer
• Gather insights on customer experience and challenges; relay these to the Product or Agronomy teams to elevate the software’s functionality and usability.
• Utilize tools such as SalesForce and other CRMs and communications tools to navigate configurations, manage cases, generate reports, glean insights, etc.
• Help translate the user experience from the front lines using key metrics, analytics, and anecdotes that allow the company to understand our strengths and opportunities.
• Work alongside agronomic experts, developers, and commercial teams to ensure cohesive customer engagement.
• Proactively explore the newest functionality and updates to our products.

Customer Support Representative