Job Title: Technical Support Representative
Location: Johnston, IA 50131
Assignment Length: 02 Years (Possible Extension)
Position Type: Contract/ Contingent
These positions will be on the Customer Support Team in a Technical Support Center.
This position offers a retention bonus after 6, 12, and 24 months of employment.
This position offers pay increases based on 6, 12, and 24 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.
PRIMARY RESPONSIBILTIES & DUTIES:
Support team provides front-line technical support/information/solutions to dealers and customers on 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:
* 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
Contact Center is open from 7am - 7pm CST, Monday - Friday
Four shifts available that rotate within the 12-hour operation:
o 7:00am - 3:30pm
o 8:00am - 4:30pm
o 9:00am - 5:30pm
o 10:30am - 7:00pm
Candidate must be available to work any 8-hour shift within the 7am-7pm support window.
Candidate will work on-site (Johnston, IA) five days a week
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 for a factory tour and to nearby Farms approximately twice a year.
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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