Technical Account Specialist in Training - Duncan-Parnell Inc

Founded in Cordele, Georgia, in 2003, Ag Technologies was born from the needs of local farmers seeking guidance in the emerging field of precision agriculture. Our journey, rooted in the late ’90s, combines a deep passion for agriculture with cutting-edge technology. As part of the global Vantage Network of Technology Service Providers since 2016, we blend local expertise with global innovations.

Our mission is to create an environment that empowers clients to confidently implement precision agriculture technology solutions. Join us in shaping the future of farming with clarity and confidence.

Job Overview:

We are seeking a highly motivated and customer-centric Technical Account Specialist to join our team. In this role, you will serve as the technical liaison between our clients and internal teams, ensuring a seamless experience by offering specialized support and guidance on the technical aspects of our products or services. The ideal candidate will combine technical expertise with excellent communication skills to resolve client issues, optimize their product usage, and build long-lasting relationships.

Key Responsibilities:

• Client Support & Consultation:
  Provide technical support and consultation to clients on product installation, configuration, troubleshooting, and usage. Serve as the primary point of contact for all technical inquiries.
• Onboarding & Training:
  Assist new clients in the onboarding process, helping them get started with the product, including setup, integration, and best practices. Deliver tailored product training sessions to ensure clients are fully equipped to maximize value.
• Issue Resolution & Troubleshooting:
  Analyze and resolve technical issues that clients encounter, working closely with internal engineering and development teams to ensure timely solutions. Use diagnostic tools and techniques to identify root causes of issues and provide actionable resolutions.
• Client Relationship Management:
  Build strong, lasting relationships with clients by offering personalized support, monitoring product usage, and proactively identifying areas for improvement or optimization.
• Collaboration with Internal Teams:
  Collaborate with cross-functional teams, including Sales, Customer Success, Engineering, and Product Management, to relay client feedback, escalate technical issues, and provide insights for product improvements.
• Documentation & Reporting:
  Maintain accurate records of customer interactions, technical issues, and resolutions in our CRM and ticketing systems. Create and update technical documentation, knowledge base articles, and troubleshooting guides for clients and internal teams.
• Product Feedback & Improvement:
  Act as a voice of the customer within the organization by sharing valuable feedback on product features, performance, and areas for enhancement. Participate in product beta testing and provide input on new features.

Summary of Duties:

• Technical Account Specialists: Serves customers by understanding the customers farming operation identifying opportunities to leverage technology to improve their farming operations, quotes the total package of service and hardware to accomplish the solution, sells the customer the solution and ultimately helps them realize the proposed value by physically implementing and supporting its technical functions.

Qualifications:

• Education:
  Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
• Experience:
  • 2+ years of experience in a technical support, customer success, or account management role, preferably in a SaaS or technology-focused environment.
  • Proven experience in troubleshooting and resolving technical issues, with an understanding of software applications, APIs, and integrations.
  • Experience working directly with clients, delivering exceptional customer service and ensuring customer satisfaction.
• Technical Skills:
  • Proficient in understanding and troubleshooting software products, databases, networks, and web technologies.
  • Experience with tools such as JIRA, Zendesk, Salesforce, or similar customer support and CRM platforms.
  • Knowledge of programming/scripting languages (e.g., Python, JavaScript, SQL) is a plus, but not required.
• Soft Skills:
  • Excellent communication skills (both verbal and written) with the ability to explain complex technical concepts in a clear, user-friendly manner.
  • Strong problem-solving skills and the ability to think critically under pressure.
  • Highly organized with attention to detail and the ability to manage multiple tasks and priorities in a fast-paced environment.
  • Empathy and patience, with a customer-first mindset.

Preferred Qualifications:

• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Familiarity with Agile/Scrum development methodologies.
• Knowledge of data security and privacy standards (e.g., GDPR, SOC 2).
• Technical certifications (e.g., CompTIA, AWS Certified Solutions Architect) are a plus.

Why Join Us?

• Growth Opportunities:
  We offer a dynamic and fast-paced environment with opportunities for personal and professional development.
• Collaborative Culture:
  Join a team of passionate and supportive professionals who are committed to helping each other succeed.
• Competitive Benefits:
  Comprehensive benefits package, including medical, dental, vision, life and long-term disability insurance, 401(k) retirement plans, paid time off, holidays, paid parental leave, and professional development opportunities.

The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not intended as a complete list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities as needed.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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