Customer Support Specialist

Job content

We think data capture in agriculture is too complex and fragmented, we’ve set out to develop an app that fits into a farmers day as seamlessly as a notebook. Since 2013, the team behind iLivestock have been working on solutions dedicated to simplifying livestock management, compliance and performance recording.

Based in Fife, Scotland, every iLivestock feature is developed, built and tested in the UK by a growing team.

This position is home based but with the ability to be at our Rosyth office as needed (KY11 2QQ).
Customer Support Specialist - Job Description

We are looking for a bright, dynamic and engaging individual with a strong interest in digital technology to support our customers in getting the most out of our iLivestock platform. Reporting into the head of support, you’ll be responsible for front line support, ensuring a positive experience for every iLivestock farmer. Ideally, you have enviable organisational skills, are driven by measurable success and bring experience supporting customers in the agricultural sector. The icing on the cake would be a working understanding of Hubspot and/or Intercom. Tell us why it should be you.

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Responsibilities and Duties

• Be an advocate for the livestock sector, iLivestock/eWeigh products and our users (farmers):

• Work with the Head of Support (HS), Marketing and Sales team to develop a strong working knowledge of the livestock industry and the utilisation of digital technology to improve performance and sustainability

• Work with the Chief Operating Officer (COO) to become a Product Specialist with a deep understanding of iLivestock, eWeigh and 3rd party products with which we integrate so as to be best able to assist the user (Farmer)

• Work with customers to better understand their needs/requirements to inform the design and development of iLivestock and eWeigh as part of our customer focused/obsessive approach.

• With the aid of the iLivestock team, support and/or run On Farm Events, attend Shows etc. in your role as a CSS

• Triage and proactively manage tickets via our Support Desk (Hubspot) through to successful conclusion with escalation as appropriate to Head of Support or Tech Teams where required
• Act as frontline support/first point of contact for farmers contacting us via Live Chat or Telephone

• As a Product Specialist provide one to one and group refresher training to iLivestock Farmers as required

• Assist the Digital Marketing Lead with the development of iLivestock’s suite of self help materials known as “The Academy”

Are you the right person?

• More than a dollop of common sense

• You have a knack for explaining the advantages of digital data management and fingertip information to today and tomorrows livestock farmers

• You will be a self-starter who can work independently

• You should be or can quickly become a competent user of Hubspot

• You will have excellent interpersonal skills and be capable of developing a rapport with customers, ability to speak “Farmer”.

• You will feel comfortable presenting to groups of Farmers.

• You will be capable of developing a deep understanding of our products and the livestock industry and be able to apply this knowledge in a practical manner to maximise each customer’s experience.

• Excellent verbal and written communication skill are essential

• Experience managing support tickets within a digital ticketing platform (Hubspot).

• Enthusiastic with a willingness to learn and excellent team skills

• Bonus skills (not essential)

• Experience in or at a minimum an enthusiasm for Livestock Farming

• Able to commute to Edinburgh office when required

• Exposure to or interest in precision livestock farming

Qualifications/Desired Personality Traits

• Valid Driving Licence

• ‘A’ levels or equivalent

• Certificate, diploma or degree from a related sector (preferred)

For further information about the company, please visit https://www.ilivestock.co.uk/
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Job Types: Full-time, Permanent

Salary: £14,597.00-£23,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Flexible schedule
• Sick pay
• Work from home

Schedule:

• 8 hour shift

Application question(s):

• From a farming background?

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 2 years (preferred)

Work remotely:

• Yes