Customer Support Representative I

Job-Title: Customer Support Representative I - 30262

Description:

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts whole goods or product related services.)

Responsibilities:

The ISG activation support team provides support to dealers by sending & receiving alphanumeric codes to activate/transfer/warrant products for GPS enabled farming equipment. They also support inquiries regarding product activations, 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 the CCMS system. Technicians also create and maintain support tools/solutions available online. Additional duties will be added as workload permits.

Products supported by the ISG activation support team:

• Website-Dashboard
• Apex Farm Management
• Stellar Support
• GreenStar Displays
• StarFire Receivers / RTK Systems
• JDLink Terminals
• AutoTrac and machine guidance

Requirements:

Candidates must be able to work an 8-hour shift, Monday-Friday, occasional holidays, and OT based on the needs of the business. Daily start times could be anywhere from 4:00 AM to 10:30 AM. Training will be on 1st shift and last approximately 3 weeks. Additional Saturday hours may be required during peak seasons.

Required Skills, Knowledge, & Relevant Work Experience:

• Skills in interpersonal communications, negotiation, and conflict resolution.
• 6+ months experience with customer service / support experience.
• 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.

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.
• Manager is looking for previous customer support experience.
• Previous Ag background has worked out well in the past.
• Must have great communication skills.