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Technical Support Representative
2 months ago
Job Title: Customer Support Representative II/Technical Support Representative
Client: Heavy Machine Manufacturing Company
Duration: 3 Years Contract Role
Location: Johnston, IA 50131
Job Description:
Provides information and solutions as frontline support to channel partners, customers, and company personnel on product-related inquiries. Handles moderately complex policies, issues, and concerns to optimize customer satisfaction and retention. Products may include parts, whole goods, or product-related services.
Duties:
- Customer Interaction: Provides responses and solutions to customer, dealer, and company personnel inquiries on moderately complex issues.
- Documentation: Effectively documents interactions and issues, distributing additional product/service/policy information as needed.
- Problem-Solving: Develops common solutions with team members to maintain required service levels.
- Information Maintenance: Ensures the accuracy and availability of customer-related information online.
- Product Promotion: Assists in the promotion of products/services/programs through special offerings and proactive user contact.
- Negotiation: Negotiates with customers, dealers, and company personnel for proper policy execution and resolution.
Specific Position Requirements:
Primary Responsibilities & Duties:
- Technical Support: The ISG R4 support team provides front-line technical support/information/solutions to dealers and customers on Intelligent Solutions Group (ISG) product-related inquiries, issues, and concerns.
- Support Channels: Technicians provide support via telephone, email, and chat while documenting interactions within the case management system.
- Support Tools: Technicians create and maintain support tools/solutions available online.
- Supported Products: A few of the 80+ products supported include Client/Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac, and machine guidance.
Required Skills, Knowledge, and Relevant Work Experience:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- Experience in customer service/support.
- High comfort level and experience with consumer software applications.
- Strong computer and troubleshooting skills.
- Ability to work off-shift hours and occasional holidays.
- Experience with data management.
Desired Skills, Knowledge, & Relevant Work Experience:
- Knowledge of agriculture customers.
- Agriculture operations experience, including Precision Farming experience.
- Prior work experience in Agriculture or Technology dealer channels.
- Bachelor's degree in Agriculture, Business, Engineering, IT, or a related field.
Work Schedule:
- Contact Center Hours: 7:00 AM - 7:00 PM CST, Monday Friday.
- Shifts: Four rotating shifts within the 12-hour operation:
- 7:00 AM - 3:30 PM
- 8:00 AM - 4:30 PM
- 9:00 AM - 5:30 PM
- 10:30 AM - 7:00 PM
- Shift Availability: Candidate must be available to work any 8-hour shift within the 7:00 AM - 7:00 PM support window.
- Work Location: On-site at Financial - Johnston, IA, five days a week.
Special Considerations:
- Training & Mentoring: Conducted on the 8:00 AM - 4:30 PM shift and lasts approximately 6 weeks.
- Productivity Ramp-Up: Takes approximately 3-4 months from the start date to reach full productivity.
- Limited Travel: Occasional travel to nearby Des Moines Works for a factory tour and Jensen Farms approximately twice a year. Travel will include riding along with a full-time employee.
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