Customer Experience Specialist

FarmQA builds software for the people who make agronomic decisions: crop consultants, independent agronomists, ag retailers, and growers. Our customers' work is tied to narrow windows for planting, sampling, application, and harvest, and support is a direct part of whether they get through those windows. We’re based in Fargo, North Dakota. Position summary As a Customer Experience Specialist, you’ll provide frontline support to agronomists, crop consultants, and growers using FarmQA’s web and mobile products. You’ll answer product questions, troubleshoot issues, help customers use the platform effectively, and work with product and engineering when deeper investigation is needed. Because agriculture is seasonal, timely support matters—especially when customers are in the field and an unresolved issue can prevent them from getting their work done. You’ll be successful in this role if you’re curious, comfortable digging into problems, and willing to stay with an issue until you understand what happened. You don’t need to know FarmQA on day one, but you should enjoy learning complex workflows and explaining them clearly to customers. Core responsibilities Provide exceptional customer service via phone, email, and live chat. Take ownership of customers' issues and follow through to resolution. Troubleshoot and resolve issues involving accounts, product workflows, and customer data, and reproduce and document confirmed defects. Investigate customer issues, gather the information needed to reproduce or diagnose them, and elevate confirmed defects or issues requiring additional technical investigation. Communicate and coordinate with internal departments to resolve customer issues. Keep accurate records of customer interactions, transactions, comments, and complaints. Follow communication procedures, guidelines, and policies. Guide customers toward self-service resources and contribute to help center articles and training materials. Support appropriate account expansion by helping customers add users or add-ons, processing related account and billing changes, and identifying needs that may warrant additional FarmQA capabilities. Represent FarmQA at trade shows and industry events, answering product questions and bringing customer feedback back to the team. Qualifications Two or more years of relevant experience in customer or technical support, SaaS, agronomy, precision agriculture, ag retail, or farm operations, with demonstrated experience helping customers or users solve problems. Strong written and verbal communication, including the ability to explain technical steps in plain language to customers working in the field. Structured troubleshooting: clarifying the intended outcome, gathering context, reproducing the problem, isolating variables, and confirming resolution. Ability to learn a complex web and mobile product quickly. Accurate case documentation and the ability to manage multiple requests while maintaining ownership through resolution. Ability to prioritize customer-impacting issues during seasonal periods of high demand. Comfort recommending additional users or add-ons when they meet the customer's need. Preferred qualifications Experience working directly with growers, crop consultants, agronomists, ag retailers, or cooperatives. Familiarity with agronomic workflows and precision agriculture data, including crop production cycles, soil sampling, field boundaries and acres, scouting and application records, shapefiles, and variable-rate prescriptions. Experience with customer relationship management systems (CRM), and with writing help center documentation. Degree in agronomy, agriculture, GIS, information systems, business, or a related field. #J-18808-Ljbffr