Madison, WI
Job Description
- Deliver first-in-class technical support & complex software technical resolutions to North America and South America dealer organizations.
- Ensure heavy engagement in product training and develop a deep understanding of Afimilk software systems and SQL databases.
- Effectively work in a collaborative environment to resolve complex software-related issues as well as be effective in independently trouble-shooting issues and reaching resolutions, remotely.
Primary Duties
- Participate in company training sessions and or meetings as required.
- Provide remote training and guidance to dealers and end customers through remote management tools.
- Support end users and dealers via phone, at dealerships and on farms (when applicable).
- Respond to service calls and direct inquiries daily.
- Provide after hours and weekend support on a rotational “on-call” basis.
- Provide comprehensive communication and follow ups with Dealers, HQ Support, and all regional Afimilk staff.
- Ability to document and maintain records in our service call ticketing system.
- Perform daily management of service call statuses to ensure all service calls are being responded to in a timely
- fashion, entered in the ticketing system and documented correctly, and closed in a timely fashion.
- Develop a deep understanding of Afimilk software and infrastructure.
- Other duties and responsibilities as assigned.
Qualifications
- Knowledge of Modern US dairy practices is a plus.
- Expert knowledge in TCP\IP, SQL, routers, Windows OS (XP\7\8\10\11), WIFI systems.
- Fluent in both speaking and writing Spanish is a plus.
- Computer Science degree preferred.
- Areas of focus in application administration, OS administration, and networking preferred.
- Excellent communication skills (written and verbal)
- Prior understanding of Afimilk products is a plus.
- Ability to work within a team and comfortable working alone.
- Flexibility to travel on a limited basis.
- Critical listening skills
- CRM and service case management experience
- Experience with herd management software is a plus.
- Self-motivated with a drive to succeed.
- Ability to work independently and as a team member.
- Schedule flexibility
- Ability and willingness to be present on dairy farms.