Overview
On Site
Depends on Experience
Contract - W2
Contract - 36 Month(s)
No Travel Required
Skills
Apex
Customer Satisfaction
Customer Service
Customer Support
Dashboard
Management
Mentorship
Mobile Applications
Negotiations
Onboarding
Oracle Application Express
Productivity
Technical Support
Training
Job Details
Job Title: Customer Support Representative Location: Johnston, IA Duration: 36 months on W2 contract
PRIMARY RESPONSIBILTIES:
The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to 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.
REQUIRED SKILLS :
PRIMARY RESPONSIBILTIES:
The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to 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.
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
EDUCATION:
- Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline
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.
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