Customer Success Manager

N.S.T. Ukraine (part of Syngenta Digital) is the global leader in satellite crop monitoring with customers in more than 50 countries. Company is looking for a highly motivated person to join its Customer Success Team in the position of J Customer Success Manager. 

Requirements

• Strong expertise in software development & hardware 

• Basic knowledge about agriculture (concepts of cultivation, day-to-day activities on the farm, pest control, phenological stages, etc.).

• Intermediary knowledge of IT Governance (ITIL), Project Management (PMBOK) and Agile (SCRUM/SAFe).

• Basic to intermediary knowledge of programming logic and databases.

• 1 year experience supporting customers via email, live chat and ticket systems.

• Good to excellent written and verbal communication skills in English is a must, other languages are a strong plus (in particular German, French, Polish, Spanish, Portuguese)

• Strong Service-orientation: being helpful, solution-oriented

• Confidence in talking to customers on the phone

• Facility for translating user needs into viable solutions.

Responsibilities

• Responding to incoming phone calls & Zendesk tickets during business hours

• Connecting to the customer’s computers and tablets system via remote access.

• Support a variety of users with divergent needs and skill levels.

• Triaging requests with L2 & L3 and communicating solution to users, respecting the agreed SLA

• Configuring Zendesk and other support infrastructure

• Collaborate with tech writers to reflect recurring customer requests in our knowledge base and maintain records of work activities and documents recurring, difficult or complex problems. identifies trends, recommends solutions and resources.

• Monitor customer support & success data

• Train support, success & stakeholders on the product

• Establish and maintain effective working relationships with users, supervisors, fellow employees

• Work with technicians and administrators to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem.

The Company Offers 

• Competitive compensation

• Opportunities for career and professional growth

• Comfortable working environment

• Medical insurance

• Professional training and development