Technical Support Specialist

🕒 May 21

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PickTrace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🌾 Agriculture

👥 HR Tech

☁️ SaaS

Agriculture • HR Tech • SaaS

<PickTrace> is the only all-in-one labor management suite for agriculture that helps employers hire, track, and pay seasonal and permanent farm workers while staying compliant. The platform provides onboarding tools (I-9, W-4, bulk imports), real-time time & productivity tracking for payroll compliance and labor cost analysis, and pay solutions including a branded PayCard. PickTrace is mobile-first, customer-focused software used by agricultural employers to streamline labor management, payroll integration, and regulatory compliance.

📋 Description

• Learn functionality of tools and systems offered by PickTrace to optimize customer experience and maximize value. • Work in a fast-paced environment that requires adherence to assigned schedules. • Collaborate cross-functionally to continuously improve our product & customer experience inline with customer needs. • Ask questions to detect pain points by observing our clients’ interactions with our product, and document learnings and feedback from clients. • Share detailed findings cross-functionally to clearly convey the voice of the customer (VoC) and collaborate to provide fast solutions. • Deliver a best-in-class customer experience by managing and addressing a stream of phone, email, and chat inquiries to patiently guide our clients through the process of achieving their goals with PickTrace software. • Create training materials and documentation to conduct training about our PickTrace product suite to drive effective adoption and best practice utilization of our solutions. • Build relationships with our clients to establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions. • Seek continuous improvement from manager and coworkers regarding customer service processes to find strategies that ensure high levels of customer satisfaction.

🎯 Requirements

• Bilingual in English and Spanish • 1+ years of related experience (other customer-facing experience, retail, etc.) and a High School diploma or equivalent • Customer-centric and solution-focused mindset and genuine desire to drive successful outcomes for customers • Strong verbal and written communication skills: • Ability to calmly diagnose problems and articulate best solutions in high-stress situations. • Able to adapt to different communication styles and training approaches for users with varying degrees of technical acumen • Ability to create highly-detailed instructional materials with clear and concise descriptions • Strong curiosity and persistence while researching and troubleshooting problems to find answers to client questions • Self-starter who is excellent at problem-solving • Comfortable addressing issues with users (entry level to c-suite) in a dynamic and fast-paced environment • Proactive problem solver with strong analytical skills • Comfortable with change and encourages it to generate innovation and continuous improvement • Agricultural experience and/or knowledge strongly preferred