Senior Product Specialist
Coral Hospitality
Costa Rica
hace 4 días

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience.

We have 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.

Description

Position Purpose & Summary

The is primarily responsible for providing deep technical knowledge and support services for internal and external customers on a given product or products developed and distributed by Format Solutions and Digital Insights.

Considered an advanced professional with substantial and broad application knowledge to use under limited supervision on advanced and complex application support activities.

Provides mentoring and guidance for the further development of the Product Specialist team.

Principal Accountabilities

60% Perform customer support on key accounts

Provide timely response and resolution to support cases to drive customer satisfaction. May include some after-hours on-

call support. Develops and maintains key account customer relationships and interacts with application users to develop a substantial and broad understanding of the business and goals.

Under limited supervision communicates and interacts directly with application users via telephone, email, or web interface to provide solutions to advanced and complex application issues, questions or support tickets.

Has a substantial and broad understanding of customer Service Level Agreements and Support Enhancement Plans and develops recommendations related to service expectations.

Responsible for documenting and tracking support services provided, including incidents and user requests and escalating to product development as appropriate utilizing the incident tracking software as well as recommending process improvements and sharing of Best Practices.

Develops and / or provides guidance for the creation of troubleshooting documentation to assist in the resolution or elimination of incidents.

10% Learning and Development -

Utilizes substantial and broad application knowledge to lead the development and facilitation of training sessions as needed by customers and mentoring Product Specialists.

Possesses deep knowledge of assigned product(s) to help lead customer product support. Collaborates effectively with Product Specialists to increase their understanding of products and processes, seeking out areas of continuous improvement to help the organization run as efficiently as possible.

5% Project Initiatives

Responsible for leading and / or performing customer upgrades, implementation installation activities (as needed), and developing and delivering custom opportunities to customers as appropriate.

5% Go-To-Market Opportunities

Seeks out and closes Go-To-Market opportunities with appropriate customer accounts and service opportunities.

20% General Administrative Functions

Attending meetings, administrating and analyzing reports, maintaining incident tracking system, responding to internal and external correspondence, maintaining weekly time sheets, assisting in Subject Matter Expertise documentation activities and additional duties as assigned.

Qualifications

Minimum Required Qualifications

  • Bachelor’s (4 year) degree, or equivalent work experience.
  • Minimum 8 years customer service experience (preferably in a technical support role).
  • 4 years agricultural business and or industry experience.
  • Demonstrated computer expertise (IT support or software development).
  • Proven leadership and Emotional Intelligence in the face of adversity.
  • Subject Matter Expert on a specific Format Solutions / Digital Insights software product(s)
  • Preferred Qualifications

  • Advanced degree (or equivalent) in Animal Nutrition, Agriculture, Business, or Computer Science
  • Extensive experience working in a formulation, nutritionist within animal feed or Petfood industries
  • 8 years customer service delivery experience in the following areas :
  • Software system configuration.
  • Software version upgrades.
  • Software functionality training and end-user competency validation.
  • Software testing skills.
  • Software customer support skills.
  • Software issue resolution.
  • Software Customization testing and documentation.
  • Database systems : SQL / SSRS, ODBC, Windows, and report modification skills.
  • Citrix and Virtual Environment configurations, and support skills.
  • IT / networking / client-server environments.
  • Project Management certification
  • Go-To-Market / Sales experience
  • Software Implementation and upgrade expertise
  • Leadership and / or Teaching certification
  • Equal Opportunity Employer, including Disability / Vet.

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