Note: The job is a remote job and is open to candidates in USA. Silo is a company focused on transforming the agricultural supply chain through technology. They are seeking a reliable Customer Support Specialist to join their team in Fresno, responsible for providing customer support and resolving issues related to their platform.
Responsibilities
- Serve as the first point of contact for inbound customer support calls, emails, and tickets from Pet Tiger customers
- Triage, prioritize, and resolve issues related to timekeeping, attendance tracking, workforce management, and platform configuration
- Log and manage tickets in our support system, maintain response SLAs, and escalate unresolved technical issues to the product/engineering team with clear documentation
- Communicate with customers using a sense of urgency and professionalism, setting clear expectations on timelines and resolution
- Develop deep platform knowledge of Pet Tiger (desktop, reports, and mobile components)
- Flexible and ready to engage and support customers as Pet Tiger transitions from desktop to cloud-based software
- Cross-train on Tiger Jill software
- Cross-train on the Silo platform
- Contribute to and maintain the customer knowledge base with FAQs, how-to guides, and troubleshooting articles
- Triage inbound sales inquiries, gathering customer and contact information and needs before routing to the appropriate sales team member
- Participate in team standups, Customer Engagement team meetings, and training sessions
- Provide light implementation support and coordination with Finance on invoicing questions during the company integration period (transitional)
Skills
- 1–3 years of experience in a customer support, customer service, or account support role
- Strong written and verbal communication skills
- Capable of handling phone-based, email, and chat support
- Strong learner able to pick up and navigate software platforms
- Organized and detail-oriented with the ability to manage multiple open issues simultaneously
- Must be located in or able to commute to Fresno, CA — this is an in-person role
- Bilingual in English and Spanish — many of our customers operate in agricultural labor environments where Spanish is the primary language
- Technical support and troubleshooting experience
- Familiarity with agricultural operations, labor management, or field workforce tools
- Experience with HubSpot service hub, Zendesk, or similar support ticketing platforms
- Familiarity with HubSpot CRM or other similar customer management platforms
- Prior exposure to SaaS platforms or B2B software support
Company Overview