Customer Support Specialist
2 weeks ago
Position Title: Technical Support Representative
Company: Three Point Solutions
Contract Duration: 3 Years
Location: Johnston, IA
Role Summary:
The Technical Support Representative serves as the primary point of contact for channel partners, clients, and internal staff, addressing inquiries related to products and services. This role is crucial in managing moderately complex issues to enhance customer satisfaction and loyalty. The products in question may encompass parts, complete goods, or associated services.
Key Responsibilities:
- Customer Engagement: Responds to inquiries from customers, dealers, and company personnel regarding moderately complex matters.
- Record Keeping: Accurately documents interactions and issues, providing additional product/service/policy information as necessary.
- Solution Development: Collaborates with team members to formulate common solutions that uphold service standards.
- Information Management: Maintains the accuracy and accessibility of customer-related information online.
- Product Advocacy: Aids in promoting products/services/programs through special initiatives and proactive outreach.
- Policy Negotiation: Engages with customers, dealers, and company personnel to ensure proper policy implementation and issue resolution.
Position Requirements:
Core Duties:
- Technical Assistance: The support team provides front-line technical assistance and information regarding product-related inquiries and concerns.
- Support Channels: Technicians offer support through various channels while accurately documenting interactions in the case management system.
- Resource Development: Technicians create and maintain online support tools and solutions.
- Product Range: The team supports a variety of products, including software applications and hardware solutions.
Essential Skills and Experience:
- Strong interpersonal communication, negotiation, and conflict resolution skills.
- Background in customer service or support roles.
- High proficiency with consumer software applications.
- Excellent computer and troubleshooting abilities.
- Flexibility to work off-hours and on holidays as needed.
- Experience in data management practices.
Preferred Qualifications:
- Familiarity with agricultural clients.
- Experience in agricultural operations, particularly in Precision Farming.
- Previous experience in agricultural or technology dealer environments.
- A degree in Agriculture, Business, Engineering, IT, or a related discipline.
Work Schedule:
- Contact Center Hours: 7:00 AM - 7:00 PM, Monday to Friday.
- Shift Patterns: Four rotating shifts within a 12-hour operational window.
- Shift Flexibility: Candidates must be available for any 8-hour shift within the operational hours.
- Work Environment: On-site role, five days a week.
Additional Information:
- Training: Conducted during standard hours and lasts approximately 6 weeks.
- Productivity Development: Full productivity typically achieved within 3-4 months of starting.
- Travel Requirements: Occasional travel for factory tours and related activities may be necessary.
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