Provide front-line technical support to customers via phone, email, and chat for DTN grain ERP solutions
Gather and analyze customer information to diagnose, troubleshoot, and resolve product issues
Prioritize and manage support requests to ensure timely resolution based on business impact and urgency
Troubleshoot issues related to software functionality, application, compatibility, and customer workflows
Identify, document, and communicate software defects, including clear reproduction steps and recommended resolutions or workarounds
Partner with customers to optimize operational workflows and maximize the value of their ERP platform
Resolve complex customer issues while serving as a knowledge resource for peers and team members
Collaborate with Product, Development, and Implementation teams to diagnose software issues and recommend product improvements
Document recurring issues, customer feedback, and support insights to drive continuous improvement initiatives
Contribute to knowledge base articles, support documentation, and best practices for internal and customer use

Working knowledge of grain operations, workflows, and terminology, including hedging, merchandising, scale operations, ticketing, settlements, and grain accounting
Previous customer support, software support, or help desk experience with a demonstrated ability to resolve technical issues
Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users
Strong analytical, troubleshooting, and problem-solving skills
Ability to manage multiple priorities independently while collaborating effectively across cross-functional teams
Customer-focused mindset with a passion for delivering exceptional service and support

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)

Product Specialist, Grain Operations

Key skills