Customer Support Specialist in Urbandale, Iowa at BarnTools LLC

About BarnTools LLC

BarnTools is a rapidly growing, innovative AgTech startup seeking to improve the swine and poultry industries by bringing technology into animal agriculture. Our mission is to connect and collect data from all livestock and poultry farms across the globe to help growers, producers, and packers have the data they need to run safe and efficient operations. We currently offer a wireless remote monitoring system for agricultural facilities that is built upon an IoT platform with mobile and web applications, and a SaaS business model.

BarnTools was founded by and built by producers for producers to solve our own challenges on our family farms. Our customers are farmers and large integrators. Headquartered in Urbandale, IA, our culture is built on teamwork and trust. We are a remote-friendly company looking for energetic, high achievers looking to make an impact in the animal agriculture industry.

We are looking for a Customer Support Specialist familiar with agriculture and experienced in Customer Support and Success within a SaaS company. We have both an e-commerce hardware as well as a SaaS component to our business model. You will report to the Manager of Customer Support. This can be a fully remote position or you could work from our headquarters in Urbandale, Iowa.

About you

• You have an upbeat attitude, sense of optimism, joy for life, and a desire to learn and be challenged each day.
• You are excited about working in a startup environment with ambiguity where every day is different, and the only constant is change.
• You are energized by solving problems, providing outstanding service, and believe great customer support can turn a tough situation into an opportunity for BarnTools to stand out in a positive way.
• You have an innate level of ‘Compassionate Curiosity’ and can put yourself in the customer’s shoes, show empathy, respectfully challenge, ask discovery questions to truly understand the customer’s needs, suggest solutions and/or take that feedback to the Product Team.
• You geek out about the latest technology and utilizing software to make data driven decisions for both reactive and proactive support of our customers to create a best-in-class customer experience.
• You are highly organized, deep attention to detail, and process improvement is in your DNA.
• You can lead yourself and work with others, to create a collaborative and healthy work environment that embodies autonomy.
• You are motivated to continually provide value to the customer and ‘Wow’ them with our service and attention to THEIR needs.
• You have an impeccable standard of integrity! We do what is right...ALWAYS!!

Key Responsibilities:

• Support customers Monday – Friday, 8am-5pm Central. We are a growing startup trying to scale efficiently, so hours may shift in the future depending on the needs of the business.
• Be a BarnTools product expert and teach customers how to use both the mobile and web application and our hardware.
• Monitor inbound inquiries via phone, email, and webchat utilizing HubSpot and OpenPhone call center, and provide a delightful overall support experience that ensures high levels of customer satisfaction.
• Manage customer inquiries within expected time frames and escalate as needed through appropriate Incident Management channels.
• Take inbound orders and communicate shipping updates as needed.
• Create technical documentation for customer use and for internal use, including contributing to the Help Center and our internal knowledge base.
• Use HubSpot and various tools to track customer communication, issues, and metrics.
• Troubleshoot technical problems together with our development team and customers.
• Review reports and analyze customer data to predict issues prior to customers experiencing them and engage proactively.
• Work with the customer success team to improve established processes and best practices preparing for team expansion over time.
• Work closely with BarnTools peers to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
• Work with the product development team as needed to provide feedback, testing, and customer engagement on new beta functionality.
• Advocate for customers internally by providing continuous feedback to BarnTools’ Sales, Marketing, & Engineering teams.
• Some travel may be required for training and company events <10% expected but depending on the hire’s location and skillset you may add value by going on-farm occasionally.

Experience and Qualifications:

• Undergraduate Degree or equivalent combination of education and experience in a related field, with preference to degrees in Ag, Business, and/or MIS
• 2+ years of Help Desk, Technical Support, Customer Service/Success, or equivalent experience in roles with a strong focus on communication, troubleshooting, and solving customer’s challenges
• English speaking fluency required
• Certifications in Customer Support, Success, and/or Project Management preferred
• Preference to candidates with a familiarity or background in agriculture
• Background with e-commerce and SaaS driven Customer Support highly preferred
• Familiarity with HubSpot, Jira, and OpenPhone preferred
• Familiarity with e-commerce and payment software like Shopify, BigCommerce, Stripe, etc preferred
• Technical savvy and curiosity to know more about the customer’s processes and challenges
• Solid technical background with an ability to give instructions to a non-technical audience
• Proven verbal communication skills - a people person who is well-spoken and a great listener
• Proven written communication skills - clear, concise, positive, and grammatically correct
• Proven troubleshooting skills that thinks outside the box and keeps digging for answers
• Proven ability to understand complex problems, and explain the source of those problems simply
• Proven ability to perform assigned tasks and complete work on schedule with minimal supervision and prioritize competing demands
• Well organized with the ability to multi-task and complete projects
• Comfortable working in a startup environment, with a willingness to participate beyond your core job responsibilities, voice your ideas, and impact change
• Must have a stable internet connection and quiet space to work

What We Offer:

• An exciting, fast-paced work environment where your ideas can be acted on swiftly. We default to action!
• Be part of a team that is disrupting and transforming the industry every day. Connecting the world's farms will allow sweeping changes across the industry.
• Work from home and/or in our office in Urbandale, Iowa
• $500 home office reimbursement (we provide a computer as well)
• Competitive health plans (medical, dental, & vision insurance)
• Competitive salary
• PTO - we do not track vacation or PTO days. (Take the time you need to balance life and work with the expectation you will coordinate with the team)
• Paid Parental Leave (up to 12 weeks for both Mother and Father)
• Paid career development opportunities
• BarnTools swag
• Advancement opportunities based on results, not politics
• Come join our growing team and get in on the ground floor of a special opportunity to bring innovative technology to those that feed the world!