NEW JOB OPENING CUSTOMER SUPPORT TECHNICIAN IN JOHNSTON, IA, USA
2 weeks ago
Job Description
Required Skills
• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with 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 to support the business
• Experience with data management
Desired Skills
• 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 related field, IT or a similar discipline
Manager highly prefers candidates with a degree in any field (Business, Math, Ag, etc.). If they are a high school graduate with no additional education, they should have a technical certification demonstrating understanding of IT database management.
Job Duties
The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to client dealers and customers on ISG product-related inquiries, issues, and concerns to optimize customer satisfaction and retention.
Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within our case management system.
Technicians also create and maintain support tools/solutions available online.
Products supported include (but are not limited to): client Website/Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac and machine guidance.
Typical Day
• Work onsite at the client's Johnston, IA facility
• Provide customer support through calls, emails, and chats
• Document each case in the internal ticketing system
• Research issues and guide users through software and hardware troubleshooting
• Participate in ongoing training and mentoring
• Assist with support content or tools as needed
• Limited travel twice per year for factory tours and field visits
Contact Center Hours: 7am-7pm CST, Monday-Friday
Four rotating shifts:
• 7:00am-3:30pm
• 8:00am-4:30pm
• 9:00am-5:30pm
• 10:30am-7:00pm
Training will be on the 8:00am-4:30pm shift for approximately 6 weeks.
Contingent employees cannot take time off during training.
Job Overview
• This position is strictly contingent with no expectation of conversion to full-time.
• Contingents may apply for internal roles through the client's careers page.
• This position offers retention bonuses at 6, 12, and 24 months, along with scheduled pay increases.
• Bonuses and increases are forfeited if the worker leaves early.
• Interviews will include behavioral-based questioning.
• Visa sponsorship is not available now or in the near future for this position.
• Full productivity typically occurs after 3-4 months.
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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