Customer Support Representative II - US Tech Solutions, Inc.

Please note: 

• Contingents are eligible to seek full time employment within and can monitor for positions through the careers page.
• This position offers a retention bonus after 6, 12, and 18 months of employment.
• This position offers pay increases based on 6, 12, and 18 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:
• MyJohnDeere/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**

Shift:

• 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 (*** Financial - Johnston, IA) four days a week with one day working from home.

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 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.

Interviews will include behavioral based questioning

• Candidate will be asked to share specific examples

About US Tech Solutions:
 US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.