Software Support Specialist

Bring your problem-solving skills and customer-focused mindset to our Support Specialist role! In this position, you’ll provide technical support, build strong relationships, and help our customers across the globe get the most out of our software solutions. If you enjoy helping others succeed and want to be part of a global impact team, we’d love to hear from you.

This is a Customer Support and Success role that is designed to provide high quality support while ensuring customer success by providing solutions and articulating value of all VAS proprietary software systems. They will utilize tools to remotely assist customers and provide support by communication and building relationships via telephone, internet, email, and periodic face-to-face meetings with our customers.  

This position is a remote role within the U.S., with preference for candidates in the Central, Mountain, and/or Pacific time zones. 

Responsibilities

• Answer incoming phone calls and provide support when customers call in with technical problems and/or concerns with regards to software and hardware systems.
• Execute Customer Success related functions including onboarding, driving product and new feature adoption, foster customer relationships, and proactive engagement. 
• Communicate via phone, email, and\or other approved methods of communication with customers, employees, and/or vendors to resolve customer support requests and for all general business purposes.
• Document all customer support calls/communication and apply accurate support time in CRM or other assigned methods of documentation.
• Train and educate customers as needed in the use of proprietary software and hardware systems.
• Will be responsible for keeping up with all software program changes/updates to ensure that the most current knowledgebase is utilized.
• Perform research to find solutions.
• Facilitate calls with customers for follow up.
• Will be on-call according to schedule.
• Periodically test existing and new software versions of programs to ensure programs are working to maximum utilization.
• Provide complete and timely feedback for all work to customers.
• Provide friendly, cooperate, and courteous service to all customers.

Requirements

• Four-year Bachelor’s degree with emphasis in Dairy Science/Animal Science preferred.
• 1 to 2 years’ experience in a similar role or equivalent combination education and experience preferred.
• Experience within the dairy industry required. 
• Intermediate skills with the Microsoft products.
• Experience with Salesforce or CRM product preferred.
• Excellent oral and written communication skills.
• Multi-tasking skills and capable of meeting deadlines.

For the past 40 years we’ve woken up each day to support those that never stop feeding the world – and we have no plans to quit. We set the standard for farm management solutions and fix our eyes on raising the bar to meet the next generation of expectations.

Our software and information solutions help collect and connect a farm's data – from herd management to feed performance, tracking and more. These insights are a source of truth, empowering producers and their trusted advisors to make profit-driven and sustainable management decisions.

Whether near or far, large or small, VAS is at the heart of your dairy.

VAS has deep roots in the industry through its origin within the URUS family of companies. URUS is a holding company with cooperative and private ownership and is positioned at the heart of the dairy and beef industry. Its family of companies include Alta Genetics, GENEX, Genetics Australia, Leachman Cattle, Jetstream, PEAK, SCCL, Trans Ova Genetics and VAS, with each having its own unique identity, products, and services. These companies work globally to provide cutting-edge dairy and beef genetics, customized reproductive services, dairy management information to take producers to the frontline of progressive dairy farming, and an array of products and services to help bovines reach their full genetic potential. URUS Group has 26 operating companies in 15 countries and employs approximately 2,400 people.