Customer Support Representative - Onsite

Title: Customer Support Representative - Onsite

Mandatory skills:

Customer Service, Customer Support,
technical support, technical information, technical solutions,
products, parts, goods, product services, product inquiries, product issues, product information,
case management system, data management, software applications,
Agriculture, Agriculture operations, Precision Farming, Farm Management,
customer satisfaction, customer retention, customer queries, customer complaints,
service information, business development, customer requirements,
CRM, Digital Communications, Service Conversations, Sales,
Customer Challenges, Customer Connections, Customer Approach,
Bilingual, Portuguese, English

Description:

This position will be on the Customer Support Team in a Technical Support Center.
This position will require a Bi-Lingual individual to be fluent in Portuguese, as well as English

PRIMARY RESPONSIBILTIES & DUTIES:
The client R3 (Region 3) Portuguese language support team provides front-line technical support/information/solutions to the client dealers and customers on client 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.

REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE & RELEVANT WORK EXPERIENCE:
Fluent in Portuguese
Skills in interpersonal communications, negotiation, and conflict resolution
Advanced in verbal and written in Portuguese language abilities
Working functional in written and verbal English language abilities
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

Major Purpose:
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)

Major Duties:
Provide advanced product/service information and respond to complex customer questions about the product/service.
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge:
Leverages Digital Communications with Customers
Masters Service Conversations
Navigates Customer Challenges
Strengthens Customer Connections
Customer-Focused Approach
Builds Customer Loyalty
Service Into Sales
In-Depth Questioning
Initiates Compelling Sales Conversations
Builds Rapport
Knows the Buying Influences
Manages Buyer Indifference
Understands Issues/Motivations

Education:
Post-Secondary Non-Tertiary Education

Work Experience:
Very limited (0 to 3 months)
Experienced practitioner able to work unsupervised (13 months to 3 years)

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 client location for a factory tour approximately twice a year. Will ride along with a client full-time employee.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008