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