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Technical Support Representative

Software Galaxy Systems
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Job Title: Technical Support Representative

Location: Johnston, IA 50131

Assignment Length: 12 months+ (Possible Extension)

Position Type: Contract/ Contingent

Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.

 

  • Schedule may include occasional holidays and overtime based on the needs of the business.
  • Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
  • Candidate will work on-site ( Johnston, IA) five days a week
  • Shifts are subject to change based on volumes.

This position offers a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.

 

Primary Responsibilities & Duties:

The team provides front-line technical support / information / solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.

 

Required Skills, Knowledge, And Relevant Work Experience:

· Skills in interpersonal communications, negotiation, and conflict resolution.

· Excellent written and verbal communication skills

· 6+ months experience with customer service/support experience.

· Proficiency with Microsoft Office products

· High comfort level and experience with consumer software applications.

· Strong computer, research, and troubleshooting skills.

· Ability to work support hours and occasional holidays to support the business.

 

Desired Skills, Knowledge, And Relevant Work Experience:

· Knowledge of agriculture, turf (mowers) and utility vehicles.

· Prior work experience in Agriculture or Technology dealer channels.

· Bachelor’s degree in agriculture, Business, Communications, Engineering related field, IT or a similar discipline.

 

Special Considerations:

· Training and mentoring will be on the 8-4:30pm shift and last approximately 6 weeks.

· Takes approximately 3-4 months from start date to reach full productivity.

· Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.

· The primary responsibilities for this opening could be for Tier 1 support.