Customer Support Representative

Job Title: Customer Support Representative

Location: Johnston, IA (Onsite)

Assignment Length: 24 Months (as a W2 employee of KellyOCG) with a targeted start date of 6/15

Pay Rate: $19.50 per hour

Retention Bonus: Paid at 6, 12, and 24 months of employment (forfeited if assignment ends early); periodic pay increases also apply

Shift Information:

• Customer Support Center hours: 7:00 AM – 7:00 PM, Monday – Friday
• Four rotating 8-hour shifts:
• 7:00 AM – 3:30 PM
• 8:00 AM – 4:30 PM
• 9:00 AM – 5:30 PM
• 10:30 AM – 7:00 PM
• Must be available to work any assigned shift during the 7:00 AM – 7:00 PM operational window
• Work Environment: Fully onsite at the Technical Support Center; business casual dress code

Visa sponsorship is not available, now or in the future, for this position. Cross border work is not permitted for this role.

This position is strictly a contingent role with no expectation for conversion to full-time. However, contingent employees are welcome to monitor and apply for internal full-time opportunities.

Position Overview:

As a Customer Support Representative, you will join the Technical Support Center team providing front-line technical support to dealers and customers for over 80 products related to equipment technology and digital solutions. You will triage inquiries via phone, email, and chat, accurately document cases, and contribute to developing support tools and resources. This role requires attention to detail, solid technical troubleshooting, and a strong customer-oriented mindset.

Key Responsibilities:

• Deliver high-quality front-line support and solutions to dealers and customers using multiple channels (phone, email, chat)
• Document every interaction in the case management system accurately and thoroughly
• Create/maintain support tools and documentation available online
• Support questions and technical issues related to a broad range of digital and equipment solutions
• Collaborate with team members to resolve complex technical or service issues
• Comply with enterprise processes and standards for service, case resolution, and documentation

Required Skills & Experience:

• Strong interpersonal communication, negotiation, and conflict resolution skills
• Customer service or technical support experience
• High comfort level with digital tools and consumer software
• Excellent troubleshooting and computer skills
• Data management experience
• Flexibility to work off-shift hours and occasional holidays as needed
• Ability to comply with strict attendance policy during training (no time off permitted during first 5-7 weeks)

Education:

• Bachelor’s degree preferred (in any field: Business, Math, Ag, etc.)
• Technical certification in IT/database management strongly desired

Desired Skills & Experience:

• Familiarity with agriculture customers or operations
• Precision Farming or previous experience in Agriculture/Technology dealer channels
• Bachelor’s degree in Agriculture, Business, Engineering, IT, or a related field

Additional Information:

• Mandatory onsite training for the first 6 weeks, typically 8:00 AM – 4:30 PM
• It may take 3-4 months to reach full productivity
• Occasional travel to nearby locations for tours (accompanied by full-time staff)
• Attendance policy strictly enforced during onboarding/training