AgNition, our sister company is currently recruiting for the position of:

Website & Software Customer Support

You have a technical aptitude either through education or work experience or a combination.  Ideally you have experience troubleshooting software, mobile and web applications.  You’re driven to provide excellent customer support by resolving problems and issues professionally in a fast paced external customer environment. 

Customer Technical Support

  • Work with clients to support the installation and set-up of their software
    • Co-ordinate deployment of software and mobile application
    • Provide user training, predominantly by phone or web-meeting, on occasion in-person
    • Co-ordinate upload of client information into the content management system
  • Provide front line technical support to website and software customers/users
    • Help diagnose and resolve customers issues
    • Work with software development team to provide quick, effective solutions to software problems & change requests
  • Set-up and maintain a help desk ticketing system (support ticket system) to track customer requests, bugs or changes that need to be resolved
    • Manage client support tickets with tracking software
    • Report and track bugs and software changes required
    • Ensure that customers are kept up to date at all times
  • Obtain and log customer feedback for the purpose of process improvement

Product Support / Project Management

  • Manage the development of customer support materials including user guides, technical documentation, requirements documents, etc.
  • Lead the development of product use and “help” content including FAQ’s, tutorials, training videos and webinars
  • Track website/app analytics and provide regular reporting on usage and trends

What we’re looking for:

  • Experience in technical or software support
  • Excellent oral and written communication skills
  • Ability to prioritize effectively and multitask proactively
  • Outstanding customer service skills
  • Strong troubleshooting and analytical thinking skills
  • Demonstrated professionalism in communication, attitude and teamwork with customers, peers and management
  • Experience using project management tools and online “help desk” ticketing systems.
  • Experience in providing IT support, ideally in a help-desk environment
  • Knowledge of web technology, including general knowledge of how web pages, browsers, databases and servers
  • Excellent troubleshooting and problem-solving skills

Bonus Skills:

  • Knowledge of HTML, CSS and JS
  • Experience with platforms like WordPress as well as experience building websites using other systems
  • Mobile app deployment experience and familiarity with the various functionality of app store interfaces
  • Familiarity with commonly used analytics platforms
  • Familiarity with git or other source control management tools

How to Apply:

  • Please submit your current resume and cover letter to Tell us a bit about yourself, your professional experience.

Synthesis welcomes and encourages applications from people with disabilities. Candidates participating in our selection process requiring accommodation due to a disability or medical need are encouraged to notify the Synthesis representative that they will be meeting with to ensure appropriate arrangements can be made.

About AgNition:

AgNition is a mobile application software company specializing in agriculture and agri-food solutions.

We are an industry leader that specializes in custom application development and brand-able licenced products with a focus on tools that are:

  • Easy to use, mobile friendly, intuitive, reliable and secure
  • Able to solve problems, simplify business processes, and capture opportunities for the agriculture and agri-food sector