1st Line Customer Support Analyst/1st Line Desktop Customer Support

Job Title: Customer Support Analyst/1st Line Customer Service 

Location: Remote, Flexible UK

Contract type/Shift: Permanent - Monday – Friday 37.5hours per week + on call

Can you offer great customer service to our farming customers and comfortable working with systems and technology? If so, join our team!

As a Customer Support Analyst, you will provide support to our customers and users on all parts of our farm technology systems. This will include training and troubleshooting across all our system platforms.

On a day-to-day basis you will be handling incidents and escalated issues with internal staff and third parties, ensuring our customers are supported as per contractual agreements and SLAs.  You will be providing first line support, troubleshooting issues, and contributing to performance measurement with timely and accurate ticket logging. You will also support & monitor customers during their onboarding, training customers, suppliers, and users of our farm software platforms, to make sure they get the best out of our products.

Tasks include:

• Answer customer calls, email-cases, and inbound message inquiries
• Handle incidents and escalated issues with internal staff and third parties
• Focus on first level resolution in real-time, and work through more complex cases with the broader team and ensure 100% customer satisfaction.
• Effectively respond to incoming sales inquiries, typically, over the phone and via email
• Investigate non-conformances.
• Ensure processes and procedures are followed and maintained
• Contribute to performance measurement with timely and accurate ticket logging.
• Support & monitor customer onboarding, including scheduled follow up calls and training for customer success and early life support as well as into business as usual.

You will be working closely with Dairy farmers, farm workers, commercial sales teams and industry suppliers and partners therefore experience of the dairy or farming industry will be key to success in this role along with the following knowledge, and experience:

• Previous experience of desktop/software support/1st line customer support or ability to learn quickly 
• Excellent customer service and communication skills
• Previous experience/ability to troubleshoot incoming queries
• Customer focused
• Previous experience of working in a fast-paced, growing, quota driven environment

Location

This role will be mostly remote with the occasional need to travel to business or customer sites therefore flexibility will be required. For the right person we can be flexible on location within the UK.   

Rewarding your passion

When you join us, you'll do meaningful work and be rewarded fairly for it. From annual salary reviews and incentive bonus, company car/allowance, ongoing career development and enhanced family, financial and wellbeing benefits – these are just some of the ways we reward you - from day one. 

About us

Feedlync is an innovative, market leading dairy technology business that is building and implementing on farm solutions transforming how farmers work. We put our users first by helping our customers bridge the gap between people, data and technology in agriculture.  We deliver in-depth, intuitive and insightful solutions that span the value chain from farmers to retailers.

We’re part of AB Agri, the agricultural division of Associated British Foods (ABF plc) and we’re passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry.  What sets us apart is how we delight our customers - and that’s because of great people like you.  People with different life experiences who share common values. Together we’re building a fair, innovative and inclusive culture. 

As a Disability Confident employer, we’re committed to ensuring our application and recruitment processes work for everyone so if you need any additional support (like alternative formats for your application, bringing a support dog to the offices, a sign language interpreter - or anything else) just let us know.

Application Notes

We hope you feel that AB Agri is somewhere you can thrive and so we’d love to hear from you. We get a lot of applications for our roles and sometimes need to close the process early so register your details and upload your CV via our careers website as soon as you can – it will only take a few minutes.

When you do, we’ll ask you some equal opportunities questions just to ensure our recruitment process is inclusive – or show us areas we can improve. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions and this won’t affect your application.

Apply today or contact our recruitment team for more information.

Agencies and media sales

AB Agri group politely requests no contact from recruitment agencies or media sales. We don’t accept speculative CVs from recruitment agencies nor accept the fees associated with them