Job Title: Customer Support Representative II
Location: Johnston, IA
Duration: 36 Months On W2 Contract
Visa sponsorship is not available, now or in the near future, for this position
- This position will require a Bi-Lingual individual to be fluent in Spanish, as well as English.
- This position offers a retention bonus after 6, 12, and 18 months of employment.
- This position offers pay increases based on 6, 12, and 18 months of employment.
- Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.
REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE,&RELEVANT WORK EXPERIENCE:
- Fluent in Spanish
- 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, & 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 related field, IT or a similar discipline
Contact Center is open from 5am - 5pm CST, Monday - Friday
- Occasional holidays, weekends and overtime based on the needs of the business
- Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
- Candidate will work on-site (Johnston, IA) five days a week with the option to work from home on Friday's
SPECIAL CONSIDERATIONS:
- Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
- Takes approximately 3-4 months from start date to reach full productivity.
- Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a full-time employee.
Onboarding Attendance Policy:
Contingent employees within their training period (about 5-7 weeks of employment) are not eligible to take any time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination. To determine if an absence is excused work with your direct supervisor.
Interviews will include behavioral based questioning
- Candidate will be asked to share specific examples
PRIMARY RESPONSIBILTIES & DUTIES:
The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to client dealers and customers on Intelligent Solutions Group (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.
A few of the 80+ products supported by this support team:
Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac and machine guidance.