Customer Support - Pet Tiger at Silo in Fresno, CA

Summary: Silo is a company focused on transforming the agricultural supply chain through innovative technologies. They are seeking a Customer Support Specialist to serve as the primary point of contact for customers, addressing inquiries and issues related to their agricultural labor management platform, Pet Tiger. 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) Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer support experience, Technical support experience Important Skills: SaaS platforms, Zendesk, Bilingual in English, Spanish