Product Specialist, Grain Operations

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Deliver front-line technical assistance to customers through phone, email, and chat for DTN grain ERP solutions.

• Collect and analyze customer information to diagnose, troubleshoot, and resolve product-related issues.

• Prioritize and manage support requests to ensure prompt resolution based on business impact and urgency.

• Troubleshoot issues related to software functionality, applications, compatibility, and customer workflows.

• Identify, document, and communicate software defects, including clear reproduction steps and suggested resolutions or workarounds.

• Collaborate with customers to enhance operational workflows and maximize the benefits of their ERP platform.

• Resolve intricate customer issues while acting as a knowledge resource for colleagues and team members.

• Work in partnership with Product, Development, and Implementation teams to diagnose software issues and propose product enhancements.

• Document recurring issues, customer feedback, and support insights to foster continuous improvement initiatives.

• Contribute to knowledge base articles, support documentation, and best practices for both internal and customer use.

⛳️ Requirements

• Familiarity with grain operations, workflows, and terminology, including hedging, merchandising, scale operations, ticketing, settlements, and grain accounting.

• Prior experience in customer support, software support, or help desk roles with a proven track record of resolving technical issues.

• Exceptional written and verbal communication skills with the ability to convey technical concepts to both technical and non-technical audiences.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Capability to manage multiple priorities independently while effectively collaborating across cross-functional teams.

• Customer-centric mindset with a commitment to delivering outstanding service and support.

🏝️ Benefits

• Competitive Salary

• Unlimited PTO

• Flexible working hours

• Remote work model (position dependent)

• Competitive Medical, Dental and Vision Insurance Plans

• 6% 401K matching

• Unlimited access to 13k+ courses via learning platform to support employee career advancement

• Employee Assistance Program (EAP)