Apply on Employer Site

Silo · 1 day ago

Customer Support Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Silo is a company focused on transforming the agricultural supply chain through modern technology. As a Customer Support Specialist, you will be the first point of contact for customer inquiries and play a crucial role in customer retention by resolving issues and providing insights to improve the product.

AgricultureAgTechFood and BeverageMarketplaceSoftwareSupply Chain Management

Responsibilities

Serve as the first point of contact for customer inquiries across Silo’s product suite

Troubleshoot and resolve issues related to: ERP workflows (orders, inventory, accounting), Payments, billing, and integrations, Connectivity, system access, and configuration issues

Clearly document issues, root causes, and resolutions to ensure consistency and knowledge sharing

Escalate complex or high-impact issues to Engineering with clear reproduction steps and business context

Manage all assigned cases in Zendesk, ensuring: Accurate categorization and prioritization, Timely updates and clear customer communication, Proper resolution documentation

Collaborate cross-functionally to track bugs, enhancements, and technical investigations

Meet or exceed SLA expectations for response and resolution times

Partner with Customer Success to ensure smooth handoffs for onboarding, renewals, and escalations

Relay structured customer feedback, recurring issues, and feature requests to Product and Engineering

Participate in internal reviews to identify trends, systemic issues, and opportunities for product improvement

Assist in creating and maintaining: Troubleshooting guides, Knowledge base articles, Best-practice documentation for customers and internal teams

Support customer training sessions and occasional on-site visits to analyze workflows and diagnose issues in real operating environments

Qualification

Customer Support experienceExperience using ZendeskBilingual EnglishBilingual SpanishSaaS experienceERP experienceCommunication skillsHigh attention to detailWork independentlyProblem-solving mindset