Customer Support Representative - Onsite

Title:                  Customer Support Representative - Onsite

Mandatory skills:

customer service, customer support,
Microsoft Office products,
consumer software applications,
agriculture, turf, mowers, utility vehicles, Technology dealer channels,
technical support, technical information, technical solutions,
Warranty registration, extended warranty coverage, Out of warranty assistance, Parts, publications lookups, Loyalty Rewards programs

Description:

PRIMARY RESPONSIBILITIES & DUTIES:
The Enterprise Contact Center Tier I team provides front-line technical support / information / solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.

Common calls include:
General product questions, availability, compatibility
Ag, Residential and Commercial Turf, and Golf product issues/complaints
Warranty registration, and extended warranty coverage
Out of warranty assistance
Parts and publications lookups
Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
Skills in interpersonal communications, negotiation, and conflict resolution.
Excellent written and verbal communication skills
6+ months experience with customer service/support experience.
Proficiency with Microsoft Office products
High comfort level and experience with consumer software applications.
Strong computer, research and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
Knowledge of agriculture, turf (mowers) and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Bachelor''s degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.

SPECIAL CONSIDERATIONS:
Training and mentoring will be on the 8-4:30pm shift and last approximately 6 weeks.
Takes approximately 3-4 months from start date to reach full productivity.
Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
The primary responsibilities for this opening could be for Tier 1 support.

Notes:
Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.
Schedule may include occasional holidays 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 five days a week
Shifts are subject to change based on volumes.

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 :

Account co-ordinator: Jothimani Natarajan

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