Customer Support Representative

Job Title: Customer Support Representative 

Location: Johnston, IA 50131

Assignment Length: 02 years 

Candidate will work on-site five days a week

1st Shift: 7:00 AM–7:00 PM CST rotating 8-hour shifts - $19.50/hr. W2

Candidate must be available to work any 8-hour shift within the 7am-7pm support window.

o 7:00am - 3:30pm
o 8:00am - 4:30pm
o 9:00am - 5:30pm
o 10:30am - 7:00pm

2nd Shift: 4:00 PM–1:30 AM, Sunday – Thursday business hours with occasional weekends/holidays/OT — $21.50/hr. W2

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

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

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 full-time employee.

Onboarding Attendance Policy:
Contingent employees within their training period (about 5-7 weeks of employment) are not eligible to take any time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination. To determine if an absence is excused work with your direct supervisor.