At a Glance
- Tasks: Support customers with ZELP's tech, troubleshoot issues, and analyse data for improvements.
- Company: Join ZELP, a pioneering agri-tech company focused on sustainability and innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic startup environment with a focus on sustainability and innovation.
- Why this job: Make a real difference in agriculture while enhancing customer experiences.
- Qualifications: 2+ years in customer support, strong analytical skills, and excellent communication.
The predicted salary is between 30000 - 40000 £ per year.
About ZELP
ZELP is an agricultural technology company committed to creating a sustainable future for agriculture - one that meets the needs of present and future generations, promoting human and environmental health, animal welfare, and social and economic equity. Our first focus is to develop and scale technology that measures and mitigates methane emissions in the livestock industry. Today, 1.3 billion people rely on the industry for their livelihoods and food security. However, it is the single biggest human‑driven source of methane emissions globally, emitting more than both the oil & gas industry and the coal industry. The deployment of our technologies on a global scale has the potential to drive half the global methane reduction needed by 2030, and to transform the beef and dairy industries.
ZELP was an inaugural winner of the Terra Carta Design Lab, and has received funding and support from the European Commission, Innovate UK, The Global Methane Hub and the Gates Foundation.
Role Summary
The Customer Support Analyst will serve as the primary point of contact for customers using ZELP's hardware and software products. The role combines technical troubleshooting, customer support, data analysis, and operational coordination to ensure successful deployment and ongoing use of ZELP technology. You will work closely with customers, Sales, Engineering, Product, and Operations teams to investigate issues, resolve problems, identify trends, and continuously improve the customer experience.
Main Responsibilities
- Customer Support
- Respond to customer enquiries via email, phone, and support ticketing systems.
- Support customers through onboarding, deployment, and routine operation of ZELP systems.
- Diagnose and resolve issues relating to devices, connectivity, data collection, and platform functionality.
- Escalate complex technical issues to Engineering and Product teams where appropriate.
- Ensure timely resolution of support requests in line with service level agreements.
- Technical Troubleshooting
- Investigate device performance, telemetry, and data quality issues.
- Analyse system logs and operational data to identify root causes of customer-reported problems.
- Coordinate device replacements, repairs, and field support activities when required.
- Data Analysis & Reporting
- Monitor support metrics and identify recurring issues or trends.
- Generate reports on customer activity, device performance, and support KPIs.
- Help identify opportunities for product, process, and documentation improvements.
- Contribute to knowledge base articles and troubleshooting guides.
- Customer Experience
- Act as the voice of the customer within the organisation.
- Gather customer feedback and communicate insights to Product and Engineering teams.
- Support customer training activities and development of user documentation.
- Build strong relationships with customers and stakeholders across the agricultural sector.
- Process Improvement
- Maintain accurate records within CRM and support systems.
- Contribute to the development of scalable support processes as the company grows.
- Assist with implementation of support tools, workflows, and automation initiatives.
Requirements
Required
- 2+ years of experience in customer support, technical support, operations, or customer success.
- Strong analytical and problem‑solving skills.
- Excellent written and verbal communication skills, and the confidence and mindset to represent ZELP to customers.
- Ability to explain technical concepts clearly to non‑technical audiences.
- Strong organisational skills and attention to detail.
- Comfortable working with data, spreadsheets, and software platforms.
- Ability to manage multiple priorities in a fast‑paced environment.
- Eligibility to work in the UK with strong English language proficiency.
Nice to have / advantages
- Experience in hardware, electronics, manufacturing, or IoT products.
- Knowledge of agriculture, livestock systems, or sustainability markets.
- Experience analysing operational or telemetry data.
- Experience working in a startup or high‑growth environment.
- Experience contributing to the design or implementation of new processes.
Customer Support Analyst employer: ZELP LTD
ZELP is an exceptional employer that champions a sustainable future for agriculture, offering employees the chance to make a meaningful impact in mitigating methane emissions within the livestock industry. With a collaborative work culture that values innovation and continuous improvement, ZELP provides ample opportunities for professional growth and development, alongside a commitment to employee well-being and environmental stewardship. Located in the UK, ZELP fosters a dynamic environment where your contributions directly support global food security and environmental health.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Analyst
✨Connect with Local Farmers and Co-ops
Don't underestimate the power of local connections in agriculture. Get involved in local farmers' markets or agricultural co-ops. These are great places to meet potential employers and get the inside scoop on job openings before they're even advertised.
✨Get Involved in Agricultural Events
Keep an eye out for agricultural fairs, conferences, and workshops in your area. These events are golden opportunities to network with industry professionals and showcase your passion. You might even stumble across job boards or companies actively looking to hire!
✨Volunteer for Relevant Experience
Consider volunteering with organisations focused on agriculture, sustainability, or community gardening. This not only boosts your CV but also expands your network. You never know who might be watching your hard work and dedication!
✨Keep an Eye on Job Listings at Industry-Specific Websites
Be sure to check out agriculture-focused job boards and websites regularly. Companies like ZELP LTD often post opportunities on their own sites before anywhere else, so don’t miss out! Apply directly through us to increase your chances!
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Showcase Your Relevant Experience:When applying for a role in agriculture, it's crucial to highlight any hands-on experience you have in farming, crop management, or sustainable practices. We want to see how your background aligns with the role you're after, so be specific about the responsibilities you've had and any tools or techniques you've used.
Certifications Matter:In agriculture, relevant certifications can really give your application a boost. If you have any qualifications related to agricultural practices, pest management, or environmental regulations, make sure to mention them! They're great indicators of your commitment and expertise in the field.
Tailor Your CV to the Agriculture Sector:Your CV should reflect your passion for agriculture. Structure it to emphasise your field experience and any relevant projects you've been involved in. Don't forget to highlight your soft skills, like teamwork and communication, which are essential in this sector.
Passion is Key in Your Cover Letter:Since this is a full-time position, we want to feel your enthusiasm for agriculture in your cover letter. Share why you're drawn to this industry and mention any long-term goals you have that align with what ZELP LTD does. This can really set you apart from other candidates.
How to prepare for a job interview at ZELP LTD
✨Get Familiar with Agricultural Technologies
Make sure you're up to speed with the latest agricultural technologies and tools that are commonly used in the field. Whether it’s precision farming tools or crop management software, being able to discuss these effectively during your interview with ZELP LTD will show that you're technically savvy and ready to contribute from day one.
✨Showcase Your Practical Experience
Since agriculture is a hands-on industry, be prepared to share any practical experiences you've had. This could be through internships, volunteer work, or even personal projects. Discussing specific challenges you faced and how you overcame them can really impress the interviewers, especially in a full-time role at ZELP LTD.
✨Understand the Sustainable Practices
Sustainability is a hot topic in agriculture right now, so it's important to understand current practices and regulations in the industry. Familiarise yourself with concepts like crop rotation, organic farming, and environmental impact. Having informed opinions on these topics can set you apart from other candidates during your interview.
✨Practice Common Industry Scenarios
Expect to tackle a few scenario-based questions that mimic real-life challenges in agriculture. For instance, you might be asked how you would handle a pest infestation or manage resources during a drought. Practising these scenarios will help you respond confidently and showcase your problem-solving skills during the interview with ZELP LTD.
