Customer Support - Pet Tiger
About SiloHelp us rebuild the oldest system in the world - the agricultural supply chainSilo builds technologies which bring efficiency and transparency to the agricultural supply chain. Our modern ERP dramatically increases profits, improves product freshness, and reduces food waste for wholesalers, distributors, shippers, and importers.We are a highly motivated team of engineers, designers, business and agricultural specialists taking on the challenge of transforming a centuries old industry. We are looking for self-motivated team members who crave a challenge and feel energized to work cross functionally to realize Silo’s enormous potential.Why SiloWe will work hard to make sure your decision to join us is worthwhile and rewarding. You’ll learn how a start-up operates and learn skills that will help you at any point in your career. You will be empowered to take initiative and get support to execute an idea from beginning to the end.SILO TECHNOLOGIES | PET TIGERCustomer Support SpecialistFull-Time | In-Person | Fresno, CA | $21–$24/hr DOEAbout The RolePet Tiger, now part of Silo Technologies, is the leading agricultural labor management platform built for growers, packers, shippers, and distributors across California's Central Valley and beyond. We're looking for a reliable, customer-focused Customer Support Specialist to join our in-person team in Fresno and serve as a primary point of contact for our customers. This is a great opportunity for someone who enjoys problem-solving, working with people, and growing with a fast-moving SaaS company in the agriculture industry.Position DetailsLocation: Fresno, CA — In-Person RequiredSchedule: Full-Time (Monday–Friday, standard business hours)Compensation: $21–$24/hour depending on experienceEmployment Type: Direct Hire (Full-Time Employee)What You'll DoServe as the first point of contact for inbound customer support calls, emails, and tickets from Pet Tiger customersTriage, prioritize, and resolve issues related to timekeeping, attendance tracking, workforce management, and platform configurationLog and manage tickets in our support system, maintain response SLAs, and escalate unresolved technical issues to the product/engineering team with clear documentationCommunicate with customers using a sense of urgency and professionalism, setting clear expectations on timelines and resolutionDevelop 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 softwareCross-train on Tiger Jill softwareCross-train on the Silo platformContribute to and maintain the customer knowledge base with FAQs, how-to guides, and troubleshooting articlesTriage inbound sales inquiries, gathering customer and contact information and needs before routing to the appropriate sales team memberParticipate in team standups, Customer Engagement team meetings, and training sessionsProvide light implementation support and coordination with Finance on invoicing questions during the company integration period (transitional)RequiredWhat We're Looking For1–3 years of experience in a customer support, customer service, or account support roleStrong written and verbal communication skillsCapable of handling phone-based, email, and chat supportStrong learner able to pick up and navigate software platformsOrganized and detail-oriented with the ability to manage multiple open issues simultaneouslyMust be located in or able to commute to Fresno, CA — this is an in-person roleStrongly PreferredBilingual in English and Spanish — many of our customers operate in agricultural labor environments where Spanish is the primary languageTechnical support and troubleshooting experienceFamiliarity with agricultural operations, labor management, or field workforce toolsExperience with HubSpot service hub, Zendesk, or similar support ticketing platformsFamiliarity with HubSpot CRM or other similar customer management platformsPrior exposure to SaaS platforms or B2B software support