Customer Service Technician

SwarmFarm is one of the first companies worldwide, to successfully deliver commercial, autonomous robots to farming customers. We are a venture backed company that is pioneering the development of autonomous farming technology. Every staff member plays an important part in our journey, and we are excited to see how you influence success.

As a Customer Support Technician at SwarmFarm Robotics, you will be at the forefront of ensuring customer satisfaction and driving long-term success with autonomous farming equipment. The purpose of this role is to be a first point of contact for our customers and be an internal driver of success for them. It will involve problem solving both software and hardware issues and reporting them to the relevant team when required. We are looking for someone who has good problem solving and communication skills and thrives on getting problems solved for our customers.

Main duties:

• Deliver timely and efficient software and hardware support to customers through various channels, ensuring prompt resolution of their concerns.
• Serve as the first point of contact for customer inquiries and issues, demonstrating exceptional problem-solving skills and leveraging log analysis to swiftly identify and address problems.
• Monitor incoming tickets from customers, promptly responding with appropriate resolutions and ensuring high levels of customer satisfaction.
• Collaborate closely with the product development team to monitor and enhance the uptime of agricultural robots, contributing to overall system reliability and customer success.
• Thoroughly document and escalate issues by collecting and organising relevant log data, facilitating efficient communication and collaboration with internal teams.
• Employ troubleshooting techniques to effectively diagnose and resolve customer issues, minimising downtime, and maximising customer productivity.

Other Responsibilities:

• Promote company products and services. 
•  Assist with training and support to help customers succeed with our technology.
• Assist with documentation and process improvement.

Reporting:

• Report directly to the Portfolio Manager responsible for your region.

Experience, Education and / or Knowledge:

• Proven problem-solving, organisation, and task prioritising skills
• Mechanical and electrical experience
• Experience with ubuntu/linux
• Customer service experience

Skills & Attributes :

• Be passionate about the SwarmFarm mission and have an unrelenting focus on the success of our farmer customers. 
• A passion for agricultural machinery and all things mechanical and electrical.
•  Patience and the ability to sort out difficult problems over the phone or in the field.
•  Well organised, proactive, and with a high level of attention to detail.
•  Self-motivated with excellent time management skills.
• Strong communication skills and the ability to build rapport with farmers and staff.

Attractive salary packages are offered commensurate with the  skills and experience of the successful candidates.

The role is based in Toowoomba in southern QLD

Join SwarmFarm Robotics and be part of a dynamic team that is reshaping the future of agriculture through innovative robotic technology! Apply now and contribute to the evolution in autonomous farming and the success of our revolutionary company.