[Hiring] Customer Support Representative @The Semios Group

Role Description

The Customer Support Representative ensures clients are equipped to use the Agworld platform effectively to support operational efficiency and regulatory outcomes. This role is primarily responsible for onboarding customer data into the platform and initiating data entry processes for new customers, while also supporting customers experiencing technical issues by providing timely, accurate, and high-quality assistance. This position will troubleshoot software issues, guide users through solutions, and escalate complex problems to the Customer Success Team. This role requires a detail-oriented mindset to accurately onboard new customer data while maintaining professional customer-facing communication and etiquette.

What you will do:

• Customer Insights & Continuous Improvement
  • Migrate customer’s data through the onboarding lifecycle and thereafter
  • Maintain expertise on Agworld product features
  • Serve as a detail-oriented expert while migrating customer data to the Agworld platform
  • Collaborate with the Customer Success Team to resolve complex customer needs or feature requests
• Technical Support
  • Respond to customer inquiries via email and chat in a timely and professional manner
  • Diagnose and troubleshoot technical issues related to the Agworld platform
  • Escalate complex technical issues to the Customer Success team with detailed notes and logs
  • Maintain product expertise across core and advanced features
  • Guide customers through product features and best practices
  • Maintain accurate records of customer interactions in the ticketing system
  • Identify recurring issues and suggest process or product improvements with internal teams
  • Meet or exceed customer satisfaction goals

Qualifications

• 2+ years of experience in technical support, help desk, or SaaS customer support
• Bachelor’s degree in Agriculture, Agronomy, Ag Business, Technical Field, or equivalent practical experience
• Experience supporting growers, agronomic consultants, or farm managers using technology solutions
• Exposure to digital farm management systems (FMIS) or SaaS platforms
• Understanding of agronomic operations, seasonal crop planning, and grower workflows is preferred
• Detail-oriented and diligent note-taking skills
• Familiarity with CRM and ticketing systems (e.g., Salesforce, Jira)
• Strong troubleshooting and problem-solving capability
• Ability to interpret data and migrate into the platform
• Ability to explain technical concepts to non-technical users
• Strong written and verbal communication skills
• Ability to work independently and collaborate cross-functionally
• Sound judgment in issue prioritization and resolution
• Comfortable working in a fast-paced, dynamic environment
• Strong organizational, problem-solving, and communication skills

Requirements

• Hands-on experience with on-farm digital workflows
• Background in agriculture or agronomy environments

Benefits

• Salary range: $24 to $30 per hour; 20 hours maximum per week
• Duration: Contract start date up to December 2026
• Remote position performed in a home-office environment
• Occasional travel to customer sites, company locations, or industry events may be required
• Flexible work environment