Tractor Zoom · 5 hours ago
Technical Support Specialist
West Des Moines, Iowa, United States
Full-time
Hybrid
Mid Level
3+ years expTractor Zoom is on a mission to transform how the ag industry buys, sells, and values equipment. The Technical Support Specialist will be the frontline of the customer service team, providing exceptional support and resolving customer issues to ensure a positive experience with the company's software products and services.
AgTechBig DataDatabase
No H1B
Responsibilities
Respond to customer inquiries through various channels (email, phone, chat, and support tickets) and provide timely, helpful, and friendly support
Help customers troubleshoot technical issues related to our product and the Salesforce platform, escalating more complex problems to the appropriate teams when necessary
Manage and track support tickets, ensuring that all issues are properly documented and resolved in accordance with service level agreements (SLAs)
Ensure that incoming requests include the necessary information required to complete evaluation & feedback; if there are missing details, conduct the necessary technical and operational discovery to support execution
Guide customers through using our product’s features and Salesforce’s functionality, helping them understand how to maximize the benefits of the platform
Assist in developing and maintaining help center articles, FAQs, and automated support solutions to empower customers with self-service options
Work closely with professional services, engineering, and customer success teams to resolve customer problems and enhance the overall user experience
Capture customer feedback on our product and services, sharing insights with the product and engineering teams for potential improvements
Follow up with customers post-resolution to ensure their issue was fully resolved and that they’re satisfied with the outcome
Other duties as assigned
Qualification
Required
Applicants must be authorized to work for any employer in the U.S
Associates or Bachelor's degree preferred
3 or more years professional experience working in a client facing position
Experience supporting client accounts from a technical standpoint
Strong understanding of Salesforce, including Lightning Experience, configuration, and administration
Strong troubleshooting abilities with the capability to handle a variety of customer issues, both technical and non-technical
Excellent communication skills with the ability to simplify technical details for non-technical users
Strong organizational skills and the ability to manage multiple tickets and prioritize tasks effectively
Preferred
Salesforce certifications are highly desired
Knowledge of the agriculture or heavy machinery market is a plus
Benefits
80% Health, Vision and Dental Insurance Covered
401k Program
11+ Paid Holidays
Unlimited PTO
Competitive Salary
Company Stock
Performance Based Culture
Dog-friendly office
Hybrid; 4 days in office & 1 day remote
Company
Tractor Zoom
Marketplace, Vertical SaaS and FinTech
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$26.35MKey Investors
Innova Memphis
2024-04-17Series Unknown· $15M
2022-10-03Series A· $5M
2020-12-10Series A· $3M
Leadership Team
Kyle McMahon
Founder CEO
Zac Sandvig
Chief Financial Officer
Recent News
SEC Filings
2025-06-13
Farm Equipment News
2024-02-19
Company data provided by crunchbase