TekWissen LLC
Location
Urbandale, IA | United States
Job description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.
Job Title: Customer Support Representative II
Location: Urbandale, IA, 50322
Duration: 36 Months
Job Type: Contract
Work Type: Onsite
JOB DESCRIPTION:
Bilingual position:
Portuguese and English
Specific Position Requirements:
This position offers a retention bonus after 6, 12, and 18 months of employment.
This position offers pay increases based on 6, 12, and 24 months of employment.
The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to client 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:
My client / Website:
Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac and machine guidance.
Dual language requirements are required:
Currently sourcing for XXX language requirements.
IDEAL CANDIDATES SHOULD HAVE:
Call center/customer support experience
Strong computer and troubleshooting skills
Excellent written and verbal communication skills
Skills in interpersonal communications, negotiation, and conflict resolution
Technical support background
High comfort level and experience with consumer software applications
Proficiency with MS Office products
Willing to work overtime, off-shift hours and occasional holidays to support the business
Solid work history and proven dependability.
College degree required:
Bachelor's preferred, Associates acceptable
Candidates with the following skills and experience will stand out:
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
Machine Data:
These people help support the way the machines will connect to the internet and provide information to operations center in which we support.
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.)
Duties:
Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.
Distributes additional product/service/policy information to customers, dealers, and client personnel.
Develops common solutions to problems with team members to maintain required service levels.
Maintains the accuracy and availability of customer related information on-line.
Assists in the promotion of client products/services/programs through special program offerings, special mailings and pro-active user contact.
Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
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