Technical Support Executive

Overview

BD Agriculture (Malaysia) Sdn Bhd – Bukit Raja, Selangor

Responsibilities

• Customer Success Collaboration : Work closely with the Customer Success Manager (CSM) to drive successful customer usage and adoption of smart farming solutions.
• Proactive Onboarding & Support : As part of the Customer Care team, ensure farmers are onboarded effectively and set up for success by anticipating and addressing potential challenges early.
• Anticipate Customer Needs : Maintain regular contact with farmers to proactively identify issues, suggest improvements, and ensure the technology delivers optimal value.
• Account Retention & Growth : Monitor customer health and proactively engage with farmers who may be at risk or could benefit from additional features or services.
• Identify Product Adoption Gaps : Analyze usage data to uncover underutilized features and work with farmers to increase engagement and adoption.
• Customer Journey Mapping & Optimization : Continuously refine the customer journey, guiding farmers through best practices for onboarding, feature adoption, and satisfaction.
• Feedback Loop & Product Advocacy : Collect and relay customer feedback to inform product development and ensure the solution evolves with farmers’ changing needs.
• Collaborative Problem Solving : Partner with Sales, Product, and Tech teams to anticipate and resolve complex customer challenges before they escalate.

Second-Level Technical Support Responsibilities

Requirements

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