Customer Support Specialist

🌟 Join Magoya! 🌟
About Magoya:
Magoya is a growing AgTech company focused on Ag Digital Product Development Services. We help Agri-businesses thrive by providing innovative digital solutions tailored to their unique needs. At Magoya, we prioritize customer success and are committed to delivering exceptional service and results. 🚀
Role Overview
As a Software Adoption & Support Specialist, you'll be the frontline expert helping users maximize the full value of John Deere's digital platforms. Your contributions will elevate user experience through exceptional technical support, structured guidance, and an empathetic, solutions-focused approach.
Key Responsibilities
Respond to support requests (via phone, email, and chat) from users across Brazil.
Guide users through platform workflows: initial login, field creation, platform navigation, and features such as field monitoring, seeding, nutrition and fertility, crop protection, and machinery connectivity, on both web and mobile interfaces.
Facilitate new user onboarding sessions; lead platform walkthroughs and best-practice training.
Facilitate general training sessions for internal and external users.
Provide documentation support, including user guides and FAQs.
Troubleshoot common user challenges such as login issues, password changes, and connectivity problems within required response times (typically 24 hours).
Escalate complex or technical issues to engineers, providing context, ensuring timely follow-up, and translating solutions back to the customer.
Gather insights on customer experience and challenges; relay these to the Product or Agronomy teams to elevate software functionality and usability.
Utilize CRM and case management tools to manage cases, generate reports, and glean insights.
Work alongside agronomic experts, developers, and commercial teams to ensure cohesive customer engagement.
Proactively explore the newest platform functionality and updates to stay ahead of evolving products.
Preferred Qualifications
Experience with John Deere product portfolio or precision agriculture platforms.
Experience with CRM tools as a differentiator.
Knowledge of best practices in customer support/onboarding within AgTech.
Familiarity with the Brazilian agricultural landscape.
What We Offer
🚀 A chance to work with a fast-growing AgTech company committed to innovation and customer success.
🤝 A collaborative and supportive environment.
💰 Competitive compensation with performance-based incentives.
📈 Opportunities for professional development and growth.
1-year contract | Full-time