Customer Support Specialist – Level I

Role purpose

A Customer Support Specialist will assist customers in resolving technology issues related to a variety of software programs. This role will maintain professional communication with both clients and strategic business partners and deliver project specific tasks related to Syngenta Digital/Syngenta business needs. Team culture is one that encourages collaboration and team problem solving. Multiple team members may work interchangeably with the same customer to ensure rapid issue resolution

Dimensions

• Financial: No operational budget management required. (Exempt)
• People: No direct reports
• Geographic Scope: North America

Accountabilities

• Ensure positive customer experience
• Possess the ability to identify and address customer needs
• Train customers on how to best use Syngenta Digital/Syngenta software 
• Utilize problem solving skills to resolve customer technology issues
• Establish and maintain relationships with customers through effective communication
• Modify and maintain CRM software to facilitate the efficient storage of client data
• Maintain working relationships with business partners
• Properly document and communicate client issues utilizing Support and Bug Tracking systems
• Ensure secure handling of client data to standards established by Syngenta Digital/Syngenta
• Practice ongoing mentorship of peers
• Execute Support Project initiative

Knowledge, experience & capabilities

Critical knowledge

• Agriculture, Business, CIS, or TSM Bachelor's degree is preferred
• Self-motivated and capable of performing independent research
• Highly adaptable to a variety of questions from varying customer skillsets
• Demonstrates the ability to have a patient and cooperative demeanor to work effectively with varying client personalities and skill levels.

Critical Experience

• Up to three years work experience will be considered
• Limited knowledge of Agriculture industry best practices acceptable

Critical technical, professional and personal capabilities

• Basic ability in general office software for data entry and manipulation
• Effective oral and written communication abilities
• Attentive interest in understanding the customers’ requests and business needs

Critical leadership capabilities

• Advocates and demonstrates change management leadership
• Actively identifies and brings forth new innovation
• Motivates and encourages across all levels of the company
• Effectively pursues best practices of the organization
• Understands  and shares vision of the business strategy
• Celebrates individual and team success
• Demonstrates strong organizational skills with the ability to prioritize issues/action
  
• Exceeds customer expectations
• Demonstrates integrity and ethical standards
• Follows Call Center protocol

Additional information

• Travel of 10-20% is required in order to gain understanding of other service roles.