About the role

Bilingual French-English analyst troubleshooting AGDATA tools and customer data issues. Supporting agricultural data clients through phone, email, processing, and cross-team escalation.

Responsibilities

Provide real-time support and troubleshoot technical issues on AGDATA proprietary tools and services
Diagnose, investigate, and resolve customer data submission issues
Educate customers on resolutions and best practices
Maintain positive relationships throughout the lifecycle of assigned accounts and clients
Collaborate across engineering, sales, and customer success teams and across borders
Escalate cases to appropriate team members and departments based on severity and complexity
Make outbound support calls to suppliers and customers
Assist with data entry, data processing, cleansing, matching, and issue resolution
Develop in-depth knowledge of AGDATA services and solutions
Identify ways to improve customer experience and internal processes

Must be bilingual in French and English
Comfortable communicating in both languages by phone and email
Strong reading comprehension, critical thinking, and problem-solving skills
Ability to multitask, set priorities, and manage time effectively
Ability to collaborate with a team and manage workload independently
Proficient in MS Office
Must be local to the Cambridge office and able to come into the office as needed
Experience using ticketing platforms such as JIRA is preferred but not required

Immediate eligibility for paid time off
Competitive holiday options, including the week between Christmas and New Year’s, when the entire organization is off
Paid time off for volunteering
Work-from-home flexibility and flexible hours in partnership with the manager
Health, vision, dental, and prescription drug coverage for employees and family, including domestic partners and their children
Health Care Spending Account with employer contributions
Retirement savings plan (GRSP) with matching company contributions
Tuition reimbursement program
Ancillary benefits
Employee Assistance Programs, including virtual counseling sessions
Ergonomic Assessments
Other employer-paid benefits
Visibility and communication with senior leadership
Shout Out Program with possible awards
Monthly in-person and virtual town halls with provided lunch
Training and development, including dedicated onboarding support and continued soft- and hard-skills development
Free snacks and drinks in the office