Customer Service/ Help Desk Analyst

Fullcrhum Agri - Agri-Bio-Technical Solutions (FBTS) is a company based in Calgary, Alberta, Canada, which is closely associated with RoadPacker Group Limited (RPG), who are specialists in the field of chemical Soil Stabilisation and are recognised globally as the leading company in this type of technology.

A recent agreement between FBTS and RPG has resulted in the worldwide distribution and marketing rights for the new and innovative Bio-Remediation Solutions and Fullcrhum Bio-Agri Products being secured by RPG.

FBTS has also forged a worldwide marketing and distribution agreement with a privately owned Bio-Tech Research Company, which has been involved in the development of sustainable agriculture through innovative research and technology for more than 30 years. This company has striven for excellence in its products and has concentrated on providing unique solutions for farmers and food sector producers. It prides itself on involvement and liaison with its clients, its staff and the community.

With the utmost concern for the responsible development and fostering diversity, we want to reconcile the modern challenges of agri-business with the adoption of solutions that are tailored to regional requirements and economics. Additionally, continuing research and development provide a guarantee of products that are always at the technological leading-edge.

Our research has developed avant-garde products which provide balanced nutrition for all plants by stimulating microbial activity that is agronomically useful in the rhizosphere (soil) and phyllosphere (leaf system). The use of our techniques and products encourages stimulation of, and an increase in, the immune system of the plants. The active and passive defense systems of the plants are likewise stimulated. The need for the use of pesticides is thus significantly reduced, which in turn, means that the danger of their residual presence in the harvest is considerably lessened.

Customer Support:

- Serve as the primary point of contact for all customer inquiries and technical issues.

- Answer calls, emails, and chats promptly, providing accurate and timely information.

- Document all support requests and resolutions in the ticketing system.

Technical Troubleshooting:

- Troubleshoot and resolve basic technical issues related to hardware, software, and networking.

- Identify and escalate complex issues to higher-level technical support teams as needed.

- Perform diagnostic tests to identify problems and offer solutions to end users.

Software and Hardware Installation:

- Assist in the installation and configuration of software, hardware, and peripherals.

- Help users with software updates, system patches, and upgrades.

Issue Resolution and Follow-Up:

- Monitor and manage open support tickets, ensuring that issues are resolved on time.

- Provide follow-up communication to users to confirm that their issues have been addressed.

- Ensure user satisfaction through effective and friendly communication.

- Knowledge Base Management:

- Contribute to maintaining and updating the knowledge base with solutions to frequently asked questions and common technical issues.

- Share tips and best practices with team members and users to promote self-service options.

Training and Support:

- Provide training to end users on the use of specific software, tools, and systems.

- Assist in creating user guides and tutorials for common tasks.

System Monitoring and Maintenance:

- Help monitor system performance and user activity, reporting any anomalies to the appropriate teams.

- Perform routine checks on network connectivity, hardware functionality, and software performance.

Skills:

- Strong troubleshooting and problem-solving skills.

- Excellent verbal and written communication skills.

- Basic knowledge of operating systems (Windows, macOS, Linux) and common software applications.

- Familiarity with common IT tools (ticketing systems, remote desktop applications, etc.).

- Ability to prioritize tasks and manage multiple support requests simultaneously.

- Certifications (Optional): CompTIA A+, ITIL Foundation, or similar technical certifications are a plus.

Personal Traits:

- Strong attention to detail and organizational skills.

- Empathetic and patient when dealing with customers.

- Ability to work independently as well as part of a team.

- A positive, customer-focused attitude.

Working Conditions:

- This position may require working in shifts, including evenings or weekends, depending on the business needs.

- Some roles may allow for remote work, while others may be on-site depending on the organization.

- Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology or a related field is a plus.

- Experience: 1-3 years of experience in a customer service or technical support role.