Customer Support Specialist

About the Company

Silo builds technologies which bring efficiency and transparency to the agricultural supply chain. Our modern ERP dramatically increases profits, improves product freshness, and reduces food waste for wholesalers, distributors, shippers, and importers.

Responsibilities

• Serve as the first point of contact for inbound customer support calls, emails, and tickets
• Triage, prioritize, and resolve issues related to timekeeping, attendance tracking, and platform configuration
• Log and manage tickets in the support system and maintain response SLAs
• Escalate unresolved technical issues to the product/engineering team with clear documentation
• Develop deep platform knowledge of Pet Tiger (desktop, reports, and mobile components)
• Contribute to and maintain the customer knowledge base with FAQs and troubleshooting articles
• Triage inbound sales inquiries and route them to the appropriate sales team member
• Provide light implementation support and coordination with Finance on invoicing questions

Requirements

• 1–3 years of experience in customer support, customer service, or account support
• Strong written and verbal communication skills
• Capable of handling phone-based, email, and chat support
• Strong learner able to navigate software platforms
• Organized and detail-oriented with the ability to manage multiple issues simultaneously
• Must be located in or able to commute to Fresno, CA

Preferred Qualifications

• Bilingual in English and Spanish
• Technical support and troubleshooting experience
• Familiarity with agricultural operations or labor management tools
• Experience with HubSpot Service Hub, Zendesk, or similar ticketing platforms
• Familiarity with HubSpot CRM or similar customer management platforms
• Prior exposure to SaaS platforms or B2B software support