TERMS OF REFERENCE

LATAM TECH SUPPORT AGENTS

NUMBER OF CONSULTANTS: 2

Location: 1 in Guatemala/Colombia;

1 in Brazil

UNDER THE DIRECTION OF: Technical Support Manager

 

INTRODUCTION

 

The Rainforest Alliance is creating a more sustainable world by using social and market forces to protect nature and improve the lives of farmers and forest communities. To achieve our mission, we partner with diverse allies around the world to drive positive change across global supply chains and in many of our most critically important natural landscapes.

 

Department: Global Engagement - Supply Chain Excellence - Markets, Customer Experience

 

The Supply Chain Excellence department provides guidance, services and digital tools to producers and companies, enabling them to join our programs, achieve certification, monitor progress, trade, and make sustainability claims, and generally manage their supply chains and responsible sourcing relationships 

 

The team is structured across five pillars, accountable for the consolidation and alignment of strategic programmatic direction; the design process and overall architecture; change project program management; development; and customer success / support. These teams work closely together, and with key internal and external stakeholders, to deliver our concept strategies. 

 

This position is a member of the Back Office support team within the Supply Chain Excellence department. The position is responsible for supporting LATAM customer success team, brands, and suppliers in the use of the Certification and Traceability platform. The position uses best support practices, processes to optimize customer experiences, meet team goals and grow the mission impact of the organization. Relationship management and customer satisfaction are guiding principles in this work.

 

Rainforest Alliance strives to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The Back Office team sits within the fifth of the Supply Chain Excellence pillars and is responsible for providing level one and level two support to all users of our systems and ensuring that new developments are well tested and signed off prior to release. The position as Tech Support agent is expected to cover more tasks as part of the level two support.  

 

Rainforest Alliance operates in Agile mode; hence you will work closely together with the Product Owner(s) in Agile teams and ensure that business concepts are developed and tested according to agreed requirements.

  

Consultancy description:

 

Provide support to the Rainforest Alliance’s customer success agents and business partners along the global supply chain (e.g. manufacturers, packers, traders, retailers and producers), regarding technical issues that will be identified and according to its duties and accesses, giving follow up to the escalated cases that level one team has informed and with emphasis on LATAM certificate holders, as well as giving advice to assure compliance with the standards, policies and requirements of our programs, including registration in the Rainforest Alliance certification platform, traceability, trademarks/labelling and chain of custody when requested. Use best practice Customer Success processes to optimize customer experiences, meet team goals and grow the mission impact of the organization. Relationship management and customer satisfaction are guiding principles in this consultancy.

 

Consultancy tasks: 

  • Ensure the complete and timely resolution of queries received by the Rainforest Alliance level one support team from LATAM (by email, phone calls, and live chats in LATAM languages) on Certification Platform.
  • Eventual accompaniment on external calls with clients
  • Keep CS colleagues informed of bugs, work-arounds, developments from the Tech side.
  • Develop and maintain training manuals and videos about how to use the platform for LATAM languages.
  • Primary point of contact for questions about the platform, as well as collecting and resolving minor bugs/issues related to the platform.
  • Support Customer Success team with data collection, processing, verification, and updates.
  • Collaborate internally with other teams such as Portfolio Management, DevOps, Accounting, and the service providers to provide outstanding support to companies.
  • Actively look for continuous improvement opportunities in close co-operation with internal and external stakeholders. 
  • Share inputs and feedback for customer success processes, reporting etc. as appropriate internally to support continuous improvement activities; and
  • IN CASE SUPPORT COULD BE NEEDED AS LEVEL ONE:
  • Promptly respond to inquiries and provide information to companies on the implementation of certification, traceability and labelling requirements by email, phone calls and live chats in multiple languages.
  • Guide certificate holders through the registration process on the Rainforest Alliance certification platform.
  • Provide outstanding support to companies in collaboration with other teams such as Technology, Standards & Assurance, Markets (account management), Marketing and Certificate Partner officers in the regions to

 

 

SELECTION CRITERIA: 

 

  • Bachelor’s degree in Marketing, Communications, Business Administration, IT, Engineering, or others related to the field.
  • Minimum 2-3 years of relevant experience, such as customer service, sales, marketing, processes analyst or communications
  • For the consultant in Guatemala/Colombia, excellent writing, editing and verbal communication skills in English and Spanish, Portuguese will be a plus
  • For the Brazilian consultant, excellent writing, editing and verbal communication skills in English and Portuguese, Spanish will be a plus
  • Proficient in Microsoft Office and internet applications. Affinity with Geoprocessing Tools like ArcGIS is a plus.
  • Strong organizational skills to manage multiple priorities in a time sensitive manner, excellent interpersonal skills, customer orientation and strong attention to detail
  • Knowledge of sustainability practices, a passion for environmental issues and experience with coffee or cocoa supply chains, experience on certification in sustainable agriculture and/or forestry preferred.

 

BUDGET:

Candidates must prepare a proposal, based on hour or daily basis fee, considering level of effort of 100 days for 5 months approximately. Consultant must use its own computer and has its own internet connection. According to the proposal, consultant must fill in a report with the actual time invested in support and the activities done during the month. The initial contract will be for the next months after the confirmation and up to the end of December 2022.

 

Deadline: July 20, 2022 extended to August 12, 2022. - Extended to September 9, 2022

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