Customer Support Representative II

SGS_JOB_3109

Engineering
 Iowa
Customer
Tech

Contract - 02 Years (Possible Extension)

Location (mandatory): Johnston, IA USA 50131. 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.

Job Responsibilities:

  • The support team provides front-line technical support/information/solutions to dealers and customers on 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

Skills:

  • 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

Education/Experience:

  • 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

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