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Customer Support Representative

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Johnston, United States TekWissen LLC Full time
Job DescriptionJob DescriptionOverview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment. Job Title: Customer Support RepresentativeLocation: Johnston, IA, 50131 Duration: 36 Months Job Type: Contract Work Type: OnsiteVisa sponsorship is not available, now or in the near future, for this position. Job Description:PRIMARY RESPONSIBILITIES & DUTIES:
  • The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
  • Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction.
  • This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.
COMMON QUESTIONS INCLUDE:
  • General product questions, availability, compatibility
  • Ag, Residential and Commercial Turf, and Golf product issues/complaints
  • Parts and publications lookups
  • Client Experience
  • Loyalty Rewards programs
REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
  • Skills in interpersonal communications, negotiation, and conflict resolution.
  • Effective written communication skills.
  • 6+ months experience with customer service / support experience.
  • High comfort level and experience with consumer software applications.
  • Experience with multiple forms of Social Media (Facebook, Twitter/X, Instagram, YouTube, TikTok)
  • Strong computer and troubleshooting skills.
  • Ability to work off-shift hours and occasional holidays to support the business
DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
  • Prior work history with using Social Media for business purposes
  • Prior work experience in Agriculture or Technology dealer channels
  • Knowledge of agriculture, turf (mowers) and utility vehicles
  • Bachelor's degree in Agriculture, Business, Communications, Marketing or a similar discipline.
  • Cross border work is not permitted for this role.
TekWissen Group is an equal opportunity employer supporting workforce diversity.