Customer Support Representative

Job Title: Customer Support Representative II

Location: Johnston, IA 50131
Assignment Length: 02 Years + (Possible Extension)
Pay Rate: $19.50/hr. on W2 

Important Note:

Recent graduates and candidates with an Associate’s or Bachelor’s degree in any field/background are highly encouraged to apply. Hiring managers are open to candidates from diverse educational backgrounds with strong communication, customer support, and technical troubleshooting skills.

About the Role

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 Responsibilities & 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 the case management system. Technicians also create and maintain support tools/solutions available online.

A few of the 80+ products supported by this support team include:

• Website-Dashboard
• Operations Center
• Apex Farm Management
• Stellar Support
• Mobile Apps
• GreenStar Displays
• StarFire Receivers
• AutoTrac and machine guidance

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

Work Schedule

Contact Center Hours: 7:00 AM – 7:00 PM CST, Monday – Friday

Four shifts available that rotate within the 12-hour operation:

• 7:00 AM – 3:30 PM
• 8:00 AM – 4:30 PM
• 9:00 AM – 5:30 PM
• 10:30 AM – 7:00 PM
• Candidate must be available to work any 8-hour shift within the 7:00 AM – 7:00 PM support window
• Candidate will work onsite five days a week

Special Considerations

• Training and mentoring will be on the 8:00 AM – 4:30 PM 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 (ride-along with a full-time employee)

Onboarding Attendance Policy

• Contingent employees within their training period (approximately 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, employees must work directly with their supervisor

Interview Process

• Interviews will include behavioral-based questioning
• Candidates will be asked to share specific examples from past experiences