Customer Support Specialist
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Job Description
Customer Support Specialist ensuring critical customer experience for agricultural tech ERP users. Resolving inquiries and problems to enhance customer retention and product quality.
Responsibilities:
- Serve as the first point of contact for customer inquiries across Silo’s product suite
- Troubleshoot and resolve issues related to ERP workflows (orders, inventory, accounting)
- Payments, billing, and integrations
- Connectivity, system access, and configuration issues
- Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing
- Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context
- Manage all assigned cases in Zendesk, ensuring accurate categorization and prioritization
- Timely updates and clear customer communication
- Collaborate cross-functionally to track bugs, enhancements, and technical investigations
- Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations
- Assist in creating and maintaining troubleshooting guides, knowledge base articles, best-practice documentation for customers and internal teams
Requirements:
- Bilingual: English and Spanish (written and verbal)
- 2–4 years of experience in Customer Support, Technical Support, or Help Desk roles
- SaaS, ERP, fintech, or operations-focused software environments
- Strong written and verbal communication skills with the ability to explain technical concepts clearly
- Experience using Zendesk or similar support platforms
- High attention to detail with strong documentation habits
- Ability to work independently while managing multiple priorities
Benefits:
- Competitive Salary
- Remote Work Options
- Professional Development Opportunities
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