Technical Support Specialist

Tractor Zoom•West Des Moines, IA

1d•Hybrid

About The Position

At Tractor Zoom, we’re on a mission to transform how the ag industry buys, sells, and values equipment. We connect dealers, farmers, lenders, and auctioneers through one intelligent platform that delivers real-time data, powerful insights, and faster paths to action. Whether you're in the field, on the lot, or behind the desk—we help you price smarter, move faster, and sell more. With data from over 65% of U.S. used equipment listings, Tractor Zoom is the #1 Sales Tech in agriculture, providing unmatched visibility into the market. From streamlining valuations to automating workflows, our solutions are designed to fuel smarter decisions and unlock growth for every player in the equipment lifecycle. We’re Looking for an ‘A’ Player The Technical Support Specialist will be the frontline of our customer service team, supporting users of our software products and services. You will be responsible for providing exceptional support, resolving customer issues, and ensuring a positive customer experience. This role is key to maintaining strong customer relationships and maximizing customer satisfaction by ensuring users can effectively use our product. We are looking for a candidate that can thrive in an environment that is ever-changing and has the confidence to continually meet the varied needs of our clients. This role necessitates task switching throughout the day, which requires focus and great communication skills.

Requirements

Associates or Bachelor's degree preferred.
3 or more years professional experience working in a client facing position.
Experience supporting client accounts from a technical standpoint.
Strong understanding of Salesforce, including Lightning Experience, configuration, and administration. Salesforce certifications are highly desired.
Strong troubleshooting abilities with the capability to handle a variety of customer issues, both technical and non-technical.
Excellent communication skills with the ability to simplify technical details for non-technical users.
Strong organizational skills and the ability to manage multiple tickets and prioritize tasks effectively.

Nice To Haves

Knowledge of the agriculture or heavy machinery market is a plus.

Responsibilities

Respond to customer inquiries through various channels (email, phone, chat, and support tickets) and provide timely, helpful, and friendly support.
Help customers troubleshoot technical issues related to our product and the Salesforce platform, escalating more complex problems to the appropriate teams when necessary.
Manage and track support tickets, ensuring that all issues are properly documented and resolved in accordance with service level agreements (SLAs).
Ensure that incoming requests include the necessary information required to complete evaluation & feedback; if there are missing details, conduct the necessary technical and operational discovery to support execution.
Guide customers through using our product’s features and Salesforce’s functionality, helping them understand how to maximize the benefits of the platform.
Assist in developing and maintaining help center articles, FAQs, and automated support solutions to empower customers with self-service options.
Work closely with professional services, engineering, and customer success teams to resolve customer problems and enhance the overall user experience.
Capture customer feedback on our product and services, sharing insights with the product and engineering teams for potential improvements.
Follow up with customers post-resolution to ensure their issue was fully resolved and that they’re satisfied with the outcome.
Other duties as assigned.