What are the responsibilities and job description for the Customer Support Specialist position at VIVA USA Inc.?
Description:
The Pay Rate - 19.50$/hr
These positions will be on the Customer Support Team in a Technical Support Center.
PRIMARY RESPONSIBILTIES & DUTIES:
The client team provides front-line technical support/information/solutions to client dealers and customers on client 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, 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**
Notes:
Contact Center is open from 7am - 7pm CST, Monday - Friday
Four shifts available that rotate within the 12 hour operation:
7:00am - 3:30pm
8:00am - 4:30pm
9:00am - 5:30pm
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 (John Deere Financial - 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 client Works for a factory tour and to nearby client's location approximately twice a year. Will ride along with a full-time employee.