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Client Support Specialist

2 months ago

Johnston, United States Staff Finders Technical Full time
Job Overview

Support the e-Commerce Contact Center

  • The support team provides first-line technical assistance and information to clients regarding product-related inquiries, issues, and concerns to enhance customer satisfaction and loyalty.
  • Representatives deliver support through various channels, including phone, email, and chat, while accurately documenting each interaction in the case management system.
  • They also develop and maintain online support tools and resources.
  • Some of the numerous products supported by this team include MyJohnDeere/Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Applications, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac, and machine guidance.

The Contact Center operates from 7am to 7pm CST, Monday through Friday.

  • There are four rotating shifts available within the 12-hour operation:
    • 7:00am - 3:30pm
    • 8:00am - 4:30pm
    • 9:00am - 5:30pm
    • 10:30am - 7:00pm
  • Customer Service Representatives must be available to work any 8-hour shift within the 7am-7pm support window.
  • Representatives will work on-site five days a week with the option to work remotely on Fridays.

Important Notes:

  • Training and mentoring will occur during the 8am-4:30pm shift and will last approximately 6 weeks.
  • It typically takes 3-4 months from the start date to achieve full productivity.
  • There may be limited travel for factory tours and other related activities.
  • Representatives will accompany a full-time employee for training purposes.

Required Qualifications:

  • Experience in a call center environment.
  • At least 6 months of customer service or support experience.
  • Strong research and troubleshooting abilities.
  • Excellent written and verbal communication skills.
  • Ability to communicate confidently.
  • Proficiency in Microsoft Office applications.
  • Willingness to work occasional overtime and holidays.
  • Demonstrated reliability and a solid work history.
  • Access to a reliable internet connection and a distraction-free workspace.

Preferred Skills and Experience:

  • Familiarity with agriculture, turf management, and utility vehicles.
  • Previous experience in agriculture or technology dealer channels.
  • A degree in Agriculture, Business, Engineering, IT, or a related field.