Technical Customer Support Representative III (Agriculture Technology

Administrative Assistant

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.

Responsibilities include:

• Support team provides front-line technical support/information/solutions to Client's 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
• Provide advanced product/service information and respond to complex customer questions about the product/service
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required
• Make calls (by telephone or in person) to allocated customers to develop new relationships
• Act as a first point of contact for resolving customer queries and complaints
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements
• Provide exceptional service to customers to encourage continued use of the organization's products/services
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

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.

Special considerations include:

• 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.

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.

Interviews will include behavioral based questioning. Candidate will be asked to share specific examples.

Only those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.