If you enjoy solving problems and communicating with people then this might be the job for you!
At Observant we seek to provide farmers with the tools and data they need to manage their water, crops and livestock as sustainably and efficiently as possible. The majority of them are in very remote locations around Australia and they truly appreciate the service we provide.
We are a small team looking for another passionate individual to join us to work with our Australian customers. You will provide technical help and support to distribution partners and farmers all across Australia, making their day easier, while building long lasting relationships and improving the future of agriculture as you go. Locally based customer support is recognised as one of our greatest strengths in the market. It is key to driving adoption of our solutions, company growth and most importantly empowering farmers to achieve their best results. We want you to come help us continue to exceed expectations.
This will be a hybrid role with your time split between our Dandenong warehouse and remote work from home.
YOUR RESPONSIBILITIES
You’ll be taking customer support requests and sales inquiries via phone, email and a helpdesk platform, advising dealers and customers on how to get the best out of the solution. You’ll quickly get to know our customers and dealers by name, and equally they will remember you. Needless to say, you’ll need excellent written and verbal English communication skills.
You’ll be responsible for providing first-tier support, such as setting up new customers, troubleshooting common issues for them and assessing warranty claims. We will provide you with product and system training, and for more difficult or technical queries, you’ll be backed up by the rest of our organisation. As your skills and knowledge improve, so will the responsibilities.
We have a growing list of distribution dealers across the country, ranging from large franchises to small mom-and-pop stores. You’ll be their go-to person for help with the product, training and remote troubleshooting. They’re a great bunch to work with. You should anticipate occasional national travel to provide dealer training and on-site support.
From time to time you’d be required to help our warehouse team with packing and shipping orders, and addressing order enquiries. You will also be responsible for assisting customers with warranty returns and issuing replacements.
We have a great customer-facing knowledge center. You’ll share responsibility for maintaining and contributing to this great resource by writing new articles and updating old ones.
The best support is getting an answer without having to ask, so we’re hoping you can help us to build and execute this idea more thoroughly, whether it be through proactively reaching customers with system errors or improving our self service tools.
YOU & YOUR BACKGROUND
You don’t need to be a tech geek (we’ve already got a development team), but you’ll want to be at least interested and comfortable with technology and how it can be used to help and improve the agriculture industry.
On the job, you’ll learn how to use Zendesk, Salesforce and our cloud platform Observant Global.
You will also be helping with electrical wiring, comms and battery troubleshooting so any formal qualifications or experience you may have in electronics or electrical engineering will come in handy.
You don’t have to be a farmer, but some farming experience would go a long way as you’ll be helping and interacting with farmers around their day to day operational needs. That said, please don’t let lack of farming experience stop you from applying for this role!
This role has been a stepping stone for many in our team and in the AgriTech industry more broadly. It’s the best way to get first hand experience of novel technology solutions for complex problems. It will set you up well for whatever direction you want to go and we will encourage you to explore your interests and develop your skills throughout the company.
A LITTLE MORE ABOUT THE COMPANY
We provide farmers with the tools and insights to manage water as efficiently as possible – an essential mission in the face of droughts, increasing water costs and climate change.
Established in 2003, we have been part of the Australian AgTech industry for over 20 years – and have primarily focussed on developing smart water monitoring and control solutions for the Australian pastoral market. In June 2024, we became part of Phytech, a global AgTech leader connecting growers to their plants using advanced sensing technology.
The Observant team are a bunch of passionate, friendly and easy going people who love learning, innovation and quality work. We think it’s important to have fun at work, feel appreciated and supported. We also believe strongly in maintaining a healthy work / life balance and will always do our best to support this.
You’ll be a critical part of our small team, so your ideas and suggestions really get listened to and your opinion counts. A small team also means there are always things to do, new areas to try, new ways to explore your interests and novel tasks to put your hand up for.
Agriculture matters to everyone and therefore it should be inclusive of everyone. This is why diversity matters to us. It also makes our thinking wider, our decisions better and ultimately our company stronger.
Hopefully obvious by now, we really want someone who loves working with people - who wants to help while getting to know and connect with our customers. If you’re someone with a diverse skill set, an open mind and a love of learning we think you’ll really thrive here.
HOW TO APPLY
Please apply via the job ad on Seek. You should include a CV and cover letter telling us why you want to work for Observant and what you can bring to the role.
If you have any further questions, feel free to send them to [email protected]
Apply now! We really want to get you started as soon as possible.
