Technical Support Representative

Support inbound customer requests by phone, email, and inquiries while diagnosing issues and guiding customers to resolution using ZOHO DESK and CRM tools.

Responsibilities

• Provide advanced product and service information for complex customer questions
• Handle advanced issue escalations promptly and appropriately, obtaining managerial approvals when required
• Receive complex technical instructions from engineers and translate them into simple, step-by-step customer guidance
• Act as the first point of contact for resolving customer issues
• Classify incoming support requests in Sentera’s customer support system (currently ZOHO DESK) and maintain accurate case updates
• Schedule follow-up actions and enter relevant notes into the CRM and DESK systems after each customer interaction to support effective retention and business development
• Follow and implement complex, multilevel technical support guides
• Deliver strong customer service to encourage ongoing use of the organization’s products and services
• Maintain knowledge of internal policies, procedures, and relevant regulatory codes and codes of conduct; request supervisor or manager authorization for exceptions to mandatory procedures
• Improve your capabilities through assessment and development planning, plus formal and informal training and coaching
• Stay current on relevant technology, external regulation, and industry best practices via ongoing education and specialist media
• Perform other assigned job duties

Requirements

• Strong customer focus
• Strong verbal technical support communication skills
• Strong technical writing and content development skills
• Experience working in a fast paced helpdesk environment
• Ability to translate complex technical concepts into clear, user-friendly support instructions
• Excellent written communication with attention to detail and content organization
• Strong collaboration skills with cross-functional teams (including product, engineering, support, and sales and marketing)
• Knowledge of customer support processes, onboarding programs, and self-service support strategies
• Proven ability to maintain accurate documentation in a fast-paced product development environment

Technologies

• ZOHO DESK
• CRM

Desired / Preferred Experience

• Experience in precision agriculture, drones, remote sensing, geospatial technology, SAAS, or ag-tech
• Experience supporting product launches and feature releases

Location and Schedule

• Location: Saint Paul, MN (onsite)
• Work hours: 1st shift
• Overtime: none anticipated

Compensation and Experience

• Salary: USD 27 - 32 per hourly
• Minimum experience: 3 years