Product Support Technician

March 1, 2021 Agriculture / Forestry

Job Overview

Job title: Product Support Technician

Company: Decisive Farming

Job description: Report To: Head of Software Development

Department: Software Development Team

Type: Full Time

Description:

Are you passionate about working in a Team environment? Would you like your work to make a difference? Decisive Farming Driven by TELUS create applications that help farmers and the Agriculture industry to produce more with less impact to the environment.

Some of the aspects which makes it interesting to work with Decisive (in addition to the innovative technology products) are: – Flexible work location, Monthly employee recognition, Annual Team meets, Christmas party/ Secret Santa, Discounted mobility plans, Cool clothing plan, Employee and Family Assistance Program for health and mental wellness and much more..

Position Description

The Product Support Technician is responsible for Technical Support, troubleshooting and taking ownership of technical issues that arise within internal systems of FAH, MFM and Croptivity by liaising between the Customer, Customer Success, GIS, Business Analysis, and Development Team. To be successful in this position, the Product Support Tech. must be a team player with excellent communication skills.

Duties and Responsibilities

Product Support:

Trouble shoot issues in FAH My Farm Manager, Geomatics System and Croptivity.
Isolate and duplicate issues so that recommendations can be made to the Development Team.
Assist clients and staff with issues or concerns (push work orders; match soil tests etc.).
Research problem areas in depth and fully document up to resolution.
Correct or supply a work around for the immediate issue.
Ad-hoc reporting as required and implementation of frequent reports into the application reporting infrastructure.
On-call technical support when required (due to nature of Agriculture business, may need to support customers/ team during off hours in peak season).
Other duties as necessary.

Product Creation, Launch and Training:

Help participate in testing of new tool releases before deployment.
Help create and document training processes and procedures with workflow changes.

Help participate in training and mentoring of Decisive internal and external user base.

Knowledge and Skill

SQL, Excellent computer aptitude including working knowledge of MS Office, GIS programs and the software required for statistical analysis.
Has a Bachelor’s degree or diploma in a technical school with 1 to 3 yr related work exp.
Development experience preferred
Must be able to problem solve and make clear recommendations on solutions
Must be willing to expand knowledge base about products, packages and programs.
The ability to work on challenging datasets and detail-oriented projects.
Must be a self-starter with personal initiative, drive and solid leadership skills.
Excellent communications skills – both written and verbal.
Ability to understand customer needs on an ongoing basis.
Inter-personal, team work and project management skills a must.
Experience with spatial database systems is considered an asset.
Agriculturial Knowledge is an asset.