User Support Specialist at Complete Farmer

Complete Farmer is an end-to-end digital agricultural marketplace platform that enables global industries across the globe to build their supply chains and source for agricultural commodities, grown exclusively, to their specifications by African farmers. Complete Farmer has built a tech platform that connects all value chain stakeholders and gives them a competitive advantage. Complete Farmer is on a mission to solve the problems of food insecurity and believes we can feed the world by working together.

AT Complete Farmer, we believe solving this problem will require top talent from different disciplines who are mission-driven to build something meaningful and impactful. The scope and scale of our mission drive us to be innovative, collaborative and resourceful, creating a workspace that allows you to do your best work and explore your endless potential

The Opportunity

Work in a dynamic environment coordinating and collaborating with cross-functional teams from sales, tech, and operations to resolve users\’ issues and ensure our customers\’ needs are always met. You would play a pivotal part in that process being efficient and effective.

Complete Farmer is searching for a suitably qualified or experienced candidate to fill in the position of User Support Specialist

About your role on the team.

This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering and operations teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

At Complete Farmer we like to pride ourselves on our human-centred approach to ensuring that our customers get the best interaction, engagement, and satisfaction when using our products and services.

Your Contribution

• You would work to optimize operational processes while ensuring the right solution is provided to customers.
• Identify user needs, and quickly troubleshoot the technical issues by using internal databases, effective workarounds, and solutions provided by the engineering and operations teams.

• Highlight daily tickets/queries and report platform malfunctions
• Follow up with internal teams and users to ensure that reported technical issues are resolved.
• Organize user focus groups and feedback sessions and provide feedback to the respective product teams whilst providing user interaction testing reports.
• Work with assigned Product Teams to deeply understand and improve some aspects of the Complete Farmer platform.
• Respond to user queries in a timely and accurate manner.
• Provide support in the administration of the workspaces within the office and ensure operations, tech and sales teams are doing their best jobs.
• Assist and support training projects and user feedback projects.
• Work with the business units to continuously expand our product offering so we can deliver value to stakeholders.
• Keep records of customer interactions, process customer accounts, file documents and provide user training.

To succeed you must…

• Have at least 3 years of experience in operations, technical support, or customer support roles.
• Have a bachelor\’s degree or equivalent in Business Management, Product Support, or related fields.
• Be proficient in using data to analyze and identify trends to gain deep insights.
• Speak and write English proficiently
• Be collaborative and have strong interpersonal skills.
• Have strong management and organizational skills.
• Be a quick learner and have the ability to multitask and work under pressure
• Self-driven, with a strong sense of ownership
• Be flexible and willing to support various projects as needed

How To Apply | User Support Specialist at Complete Farmer