Customer Support & Professional Services Specialist (Livestock Auction Software)

Job Description:

Customer Support & Professional Services Specialist (Livestock Auction Software)

Are you passionate about providing exceptional customer service and helping others succeed? Join Newline's supportive and dynamic team as we look to grow our customer base and expand our presence in the US and Canada!

About the Role:

As a Customer Support & Professional Services Specialist, you will play a key role in ensuring our clients receive the highest level of support. You will engage with customers through 1st & 2nd line support calls, logging tickets in our CRM, and working to resolve queries or escalate to the appropriate team members when needed. You will be fully trained to support Newline’s online auction platform, auctionmarts.com, and NAS (Newline Auction Software) our back-office product, helping customers with advice, training, and problem-solving during both live and timed auctions.

What You'll Do:

• Provide first-class support to customers, ensuring a smooth experience with our software.
• Assist in training clients and helping them put together their sales, ensuring they feel confident using our system.
• Support our Canadian and American clients in managing their onsite auctions, as well as assist UK & Irish clients during evening sales.
• Collaborate with a team of professionals to provide excellent service and help grow our client base.
• Opportunity for travel: Occasionally, you may have the chance to travel across Canada and the US, providing hands-on training and support as our clients go live with our software.
• Work-life balance: While the role may occasionally require Saturday work or evening shifts (for UK & Irish auctions), we offer flexibility and a collaborative environment where we prioritize your well-being.

Skills & Qualities We Value:

• Exceptional customer service: A compassionate, calm, and solution-oriented approach to supporting clients.
• Team collaboration: A strong team player who values open communication, teamwork, and shared success.
• Professional growth: We offer full training and ongoing development opportunities to help you grow in your role and advance your career.
• Calm under pressure: A composed presence during live auctions, ensuring smooth, seamless operations for clients.
• Adaptability: Comfortable working with both internal teams and external customers to resolve issues quickly and efficiently.

Preferred Qualifications:

• The role preferably requires candidates to have sector experience in agriculture or auctions, or hold a qualification in agriculture. Perhaps part of a family business where you can empathize with our livestock auction clients and the challenges they face. Experience with problem-solving and technology is essential.

Why Join Newline?

• We are an inclusive company that values diversity and promotes equal opportunities for all.
• Our team is dedicated to creating an environment where everyone can thrive, with a focus on professional growth, collaboration, and well-being.
• We’re building something great together, and we want you to be part of that growth! If you’re someone who enjoys helping others, thrives in a collaborative environment, and is excited about new challenges, we’d love to hear from you.

Location: Remote, with travel opportunities as needed for training and client support.