Customer Service Support Specialist at Farmers National Co – Omaha, Nebraska

Farmers National Company is an employee-owned company headquartered in Omaha, NE. We are the Nation's leading landowner services company and have been in business for 95 years. We pride ourselves in meeting and exceeding goals and objectives of our clients, customers and stakeholders! We offer a wide range of benefits including Medical, Dental, Vision, PTO, 401k match and much more!

We are currently seeking a highly motivated individual to join our team as a Customer Service Support Specialist in our Omaha Office. The Client Technical Support Specialist will be responsible for providing top-notch technical support and customer service to our clients. This role requires a strong technical background, excellent communication skills, and a passion for helping customers resolve their technical issues efficiently.

DUTIES AND RESPONSIBILITIES:

Serve as the primary point of contact for clients, addressing their technical inquiries and issues via phone, email, and chat.

Diagnose and troubleshoot technical problems, providing effective solutions and guidance to clients.

Maintain detailed and accurate records of client interactions and technical issues in the ticketing system.

Provide product training and support to clients, ensuring they can effectively use our products and services.

Monitor and follow up on open support tickets to ensure timely resolution.

Collaborate with internal teams to escalate and resolve complex technical issues.

Stay up to date with product knowledge, industry trends, and best practices to provide informed support.

Contribute to the development of support documentation and resources for clients.

Performs additional duties as assigned and required by management.

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

2+ years’ experience in technical support or customer service role in a client-facing capacity.

Strong technical troubleshooting skills and the ability to learn new technologies quickly.

Familiarity with SQL, JSON, and REACT.

Excellent verbal and written communication skills.

Ability to work independently and as part of a team in a fast-paced environment.

Strong organizational skills and attention to detail.

Customer-focused mindset with a commitment to delivering exceptional service.

Experience with CRM, Microsoft 365, and support ticketing tools is a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Continually required to sit, talk/hear and utilize visual acuity to operate equipment, read a computer monitor and use a keyboard

Continually required to reach, stoop, kneel to install computer equipment

Occasionally lifting and/or moving up to 50 lbs

Rotate on-call support duties for after hours, nights, and weekends

COMPETENCIES:

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Communication - Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Edits work for spelling and grammar; Varies writing style to meet needs.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.