Customer Support Analyst

Contract and Shift details: Permanent, Full Time, Monday to Friday, 13:30 - 22:00 (UK TIME)
Are you:
+ Experienced in customer support with a technical mindset and problem-solving approach?
+ Someone who thrives in a stimulating remote-working environment and enjoys supporting global teams?
+ Keen to learn about AgriTech and play a role in transforming how dairy farms operate around the world?
+ Ready to work UK afternoon-to-evening hours to support our partners in the US?
If so, this could be the perfect opportunity for you.
The Role:
As a Customer Support Analyst, you'll be the first point of contact for our US-based partners, delivering reliable support from your home base in the UK.
Your role will focus on answering customer queries via phone and email, resolving technical issues, assisting with integrations, and ensuring every partner has a smooth experience using our software.
You'll be part of a globally distributed support team of eight, backed by experienced engineers and led by a supportive manager.
This is more than a support role-it's a chance to engage directly, grow your technical skills, and play a direct role in shaping our customer experience.
What You'll Be Doing:
+ Responding to customer queries across multiple channels (calls, emails, messages)
+ Solving problems in real-time and escalating complex cases where needed
+ Supporting system integrations with herd management software and related tools
+ Logging tickets accurately and ensuring SLAs are met
+ Training and onboarding new customers, guiding them through early support
+ Collaborating with internal teams to deliver effective service and suggest process improvements

+ Conversational proficiency in Spanish (verbal and written)
+ Previous experience in a customer support or service role
+ Effective communication and interpersonal skills
+ Technically minded and comfortable learning new systems
+ Ability to operate effectively and contribute to decision-making
+ Comfortable working 1:30 PM - 10:00 PM (UK time)
Recommended skills and experiences:
+ Experience with KPIs, SLAs, or CRM tools
+ Familiarity or interest in agriculture or dairy farming
+ Experience supporting SaaS platforms or software integrations
+ Additional languages are a bonus

Intellync bridge the gap between people, data and technology in agriculture. We deliver in-depth, intuitive and insightful solutions that span the value chain from farmers to retailers.

We're part of AB Agri, the agricultural division of Associated British Foods (ABF plc) and we're passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry. What sets us apart is how we delight our customers - and that's because of great people like you. People with different life experiences who share common values. Together we're building a fair, innovative and inclusive culture.

As a Disability Confident employer, we're committed to ensuring our application and recruitment processes work for everyone so if you need any additional support (like alternative formats for your application, bringing a support dog to the offices, a sign language interpreter - or anything else) just let us know.