Customer Success Support

The Customer Success Support is key to delivering first-class support and ensuring exceptional user experiences with OPI products for Channel Partners and end users. This role focuses on providing proactive, solution-oriented customer care via phone, email, chat on the OPI Blue platform, supporting seamless troubleshooting, guiding users and technicians through technical resolutions and on-site field support when required. The representative will utilize cross-team collaboration to address complex technical issues and deliver timely solutions to the field.

A strong background in agriculture or Precision Ag and familiarity with digital technology and CRM platforms is valuable. This position emphasizes building customer relationships through a customer-centric approach and attention to detail in tracking interactions to continuously improve client satisfaction.

The Customer Success Support reports to the Customer Success Manager and thrives in a fast-paced, dynamic team environment where adaptability and commitment to learning are essential. Flexibility during peak seasons and a collaborative, growth-oriented mindset will enable success in this role and contribute meaningfully to OPI’s customer support excellence.  This position requires candidate to work in office a minimum of two days per week.

Other responsibilities include:

Deliver Exceptional Customer Support for Technical Issues

Use remote access tools to diagnose and resolve complex technical issues efficiently.

Guide users and technicians through step-by-step troubleshooting to resolve issues directly.

Utilize Cross-Team Collaboration for complex cases, ensuring effective solutions are provided back to the field.

Follow up to confirm systems remain operational after troubleshooting.

Be willing and available to travel for technical issues that require on site work

Maintain a customer-focussed, proactive communication style to drive positive outcomes and keep all stakeholders informed.

Create and Maintain Resources for Effective Troubleshooting

Contribute to the development of training materials that enhance troubleshooting skills and user knowledge.

Conduct training sessions with partners and possibly end users when needed.

Develop Knowlegebase articles to empower customers with self-service options.

Customer Support & Data Management via Internal Systems

Set up accounts, document, and track customer issues across phone, email, and live chat channels

Record detailed informatoin on Return Merchandise Authorization (RMA's) and ensure accuracy in company systems.

Build proficiency with internal systems to streamline data retrieval and customer support activities

Take ownership of customer interactions to consistently exceed expectations.

Foster positive relationships with assigned accounts to support ongoing satisfaction and loyalty.

Embody Core Values and Support Team Success

Show Persistence, Passion, and Partnership in all customer interactions and team collaboration.

Embrace and reflect company cultures, striving for continuous learning and improvements.

Education Requirements:

Post-secondary education in technology field (Diploma or Degree program) preferred

Ag background is preferred with grain handling and grain management experience a strong plus.

Qualifications:

2+ years of experience in Customer Support or a related support role, with a strong focus on client satisfaction and problem-solving.

Technical proficiency with hardware and software troubleshooting.

Ability to work at heights up to 120 feet.

Valid driver’s license required.

Valid passport for international travel when required

Advanced PC skills and familiarity with CRM platforms (experience with HubSpot is a plus).

Proven ability to take initiative to improve processes and enhance customer experience.

Strong attention to detail for accurate tracking and logging of customer interactions.

Fluent in English with excellent interpersonal and communication skills.

Eager to learn and open to continuous feedback and coaching.

Adaptable to changing environments and committed to a customer-first approach.

Willing to travel for customer support needs when deemed necessary by management.

Positive, team-oriented mindset that aligns with company values.

Willing to adjust work hours flexibly during peak seasons, especially harvest time (August – November) and work weekends.