Job Title: Cattle Technical Support Representative

Company: Vytelle

Reporting to: Global Director of Customer Service

Direct Reports: None

Location: Kazakhstan

Salary Range: Commensurate with experience

Status: Contractor- Specific schedule details will be discussed during the recruitment process.

ABOUT VYTELLE

We are a global precision livestock company transforming how cattle producers elevate their herd performance. Through our integrated technology platform, we enable generational genetic gains in just a few years - helping producers sustainably deliver more protein with fewer inputs. At Vytelle, you'll be part of a team making a measurable impact on the future of global food production.

ROLE OVERVIEW

Vytelle is seeking a Technical Support Representative to provide Tier 1 customer and technical support. The Technical Support Representative will lead and execute the day-to-day support of our client’s software and hardware products to ensure a high quality of customer service. As a Technical Support Representative, you will act as a liaison to our clients. Providing remote services and resolve any emerging problems that our customer might face with our products and services.

This role is required to reside in Kazakhstan as it will help support our international Vytelle SENSE business in Kazakhstan and Oceania/CIS as needed. Technical Support Representatives can work a combination of weekdays, weekends, and holidays in a full-time capacity. Work is performed in a remote office or work-from-home-environment, ability to be stationary for longer periods of time, ability to withstand long periods of reading a computer monitor is necessary. The remote office or work-from-home-environment should be a dedicated space free from distractions, that is quiet, with proficient internet and other technology to ensure responsibilities can be fulfilled.

RESPONSIBILITIES- GENERAL

• Act as the primary point of contact for clients post installation
• Provide remote support and maintenance of end user device hardware and software
• Support through email, remote desktop, telephone, and call back requests
• Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback, and improvements
• Coach clients in their onboarding journey and how to best utilize our hardware and software
• Support with client adoption of new features and functionality
• Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
• Manage the Support Centre and ensure it stays up to date
• Participate in the creation, implementation and maintenance of client-facing presentations and documentations; this could include translation of original materials to the appropriate language
• Maintain an in-depth understanding of products and services
• Create, update, and maintain service call interactions with clients
• Identifying, reaching out to, and interviewing subject matter experts.
• Occasional travel within Kazakhstan.
• Role Model Behaviors - Engage, enable empower and act on:

• Vytelle’s Core Values
• Leadership: Inspire and serve and seek the best in each other
• Endurance: Pacesetter, takes action and realizes results
• Pioneer: Infinitely curious, catalyst and listens for ideas
• Love: Contagious passion for customers and our purpose
• Count on me: Take accountability, Depend on each other and Adaptable
• Ability to adopt and adhere to Vytelle’s Foundation: The Common Thread of Integrity,
• Respect and Trust

• In addition to:
• Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company’s effectiveness.
• Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.
• Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance,
• urgency, and risks, and make clear decisions are timely and in the best interests of the
• Company.

SKILLS AND ATTRIBUTES

• Available to work 40-45 hours per week on a rotating schedule with variable shifts. Expected shifts are 9:00 AM – 11:30 AM and 5:30 PM – 11:30 PM Local Time. Hours can also vary based on initial and future training requirements.
• Have the ability to track and report on hours as requested.
• Ability to travel within Kazakhstan.
• Ability to learn and follow specific techniques
• Able to communicate effectively regarding technical / mechanical systems
• Outstanding attention to detail
• Quality driven
• Excellent manual dexterity and visual acuity
• Excellent analytical and problem-solving abilities
• Highly skilled communicator and relationship-builder
• Strong communication skills: Quality, Brevity, Clarity
• Risk tolerance and ability to deal with ambiguity
• “Figure It Out” skills
• Bias for execution
• Ability to understand new issues quickly and make wise decisions
• Ability to inspire confidence and create trust
• Ability to work under pressure and plan personal workload
• Ability to translate highly technical processes/products into practical customer solutions
• Ability to collaborate and build strong relationships with clients at an operational level
• Balance between critical review and positive mindset
• An appreciation of and an ability to positively resolve issues arising from different cultures
• Take ownership of your work, and proactively identify and address issues and opportunities
• Excellent communications skills: your writing is clear, concise, empathetic, and typo-free

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Experience with MS Office and related Microsoft products (Outlook, Excel, Word, Teams, etc.)
• Russian, Kazakh & English fluency required
• Ability to travel international preferred
• Secondary School Diploma required
• Dedicated Personal Home Office Space and High-Speed Internet

DESIRED EXPERIENCE

• Cattle/Agriculture knowledge and exposure (cattle feeding and background and or experience is desired)
• Experience working with remote teams to achieve common goals and client outcomes
• Experience in a customer support role

WHAT THIS POSITION OFFERS

• Specialized training and collaboration with a team of highly skilled industry professionals
• The opportunity to work with a dynamic, diverse, and rapidly growing company