Job Post

Hours: Technical Support Specialist (Pacific Time hours; approx. 8 a.m. – 4 p.m. PT)

Reports To: CEO

Status: Hourly

Pay Rate: Beginning at $25 per hour

OVERVIEW

Local Food Marketplace is a small team and, as such, we frequently cross over job responsibilities. We encourage innovation and your suggestions on how we can be more efficient and serve customers more effectively are greatly appreciated. We are entrepreneurial and expect teammates to work effectively within and across teams. You have a lot of autonomy in how you do your work, but we expect a high level of commitment to our customers and our team’s success.

LFM plays a pivotal role for the local food community – we are widely considered a market leader in this space. We have a reputation for strong customer service and it is critical that all team members approach their work at LFM such that customers walk away from exchanges with us knowing that we care about them and their success.

Because we serve a highly seasonal business, you should expect some variability in the pace, type of work, and tasks throughout the year. The late winter and spring are typically the most demanding parts of the year for our Services team. Summer and early fall are a great time to focus on improvement for future seasons. Success in this role requires a high level of attention to detail as well as a strong conceptual understanding of the key job tasks.

Onboarding: This aspect of the role is proactive and enables LFM to set the stage for long-term success. After a customer makes a purchase decision, their first experience with our team is in onboarding. A positive onboarding experience is strongly correlated to retention and long-term success with the platform. Most customers do not have a lot of experience onboarding an enterprise platform and despite communication, their expectations about the timeline and the effort required (as well as occasionally assumptions about how specific features operate) are not always realistic. Maintaining a positive, can-do, and helpful attitude helps customers overcome these challenges.

Technical support and customer service: This aspect of the role is generally reactive. A good onboarding experience typically reduces the need for technical support. Customers value prompt and thorough assistance. If we understand why they are asking for help, it can often help provide better assistance. Our goal is to minimize the back and forth and also help them avoid the issue in the future. If a question is easily answered with our documentation, we should encourage customers to use the documentation by linking to it in our responses.

JOB RESPONSIBILITIES

Technical support and customer service (70%)

Provide prompt, professional, and friendly technical support to customers via support tickets, phone calls, or online meetings. Maintain a balance between thoroughness and speed in responding to tickets. Work with customers to recommend ways to utilize the system to meet their unique needs. Improve and maintain manual and user documentation as needed. Create and edit documentation for users, including written and video documentation. Touch base with current customers periodically to ensure their successful use of LFM and direct them to appropriate resources as needed. **Create and analyze customer surveys with input from others on the team.

Onboarding (20%)

Create onboarding plans for customers that ensure successful long-term adoption by their team. Assist customers in progressing through the onboarding process in a thorough but efficient way. Help customers make informed decisions about how best to leverage the platform to meet their unique needs. Conduct group or individual onboarding sessions. Ensure customers are prepared for the onboarding session and have actionable next steps after the session. Work with LFM team members to refine and improve the onboarding experience for customers. Work with LFM team members to meet and exceed onboarding metrics, as measured primarily by customer retention and related factors.

Other (10%)

Participate actively in discussions on improvements to systems, providing the user and customer perspective. Prepare for discussions with specific examples and advocate for improvements that will help customers. *Work with the Services team on process improvement to improve efficiency and increase customer retention.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires a bachelor’s degree. Requires experience in customer service. Experience in a related technology is preferred. **Experience working with farms, food hubs, and farmers markets is preferred.