Customer Support Representative II

Job Title: Customer Support Representative II

Location: 6400 NW 86th Street Johnston IA USA 50131

Duration: 24 months contract on W2 (possible extension)

Fully Onsite

These positions will be on the Customer Support Team in a Technical Support Center.

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within and can monitor for positions through careers page.

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: 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 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

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

**Manager highly prefers candidates with a degree, in any field such as Business, Math, Ag, etc.. If they are a high school graduate with no additional education, he would like to see them have a technical certification that shows that they understand how IT database management works**

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 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 Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee.