Customer Support Representative

Job Title: Customer Support Representative

Location: Johnston, IA

Duration: 12+ Months (Contract/Temp with the possibility of extension)

Shift: 1st Shift

Pay Range: $19.50/hr

Schedule: MondayFriday, 8-hour shift scheduled between 7:00 AM6:00 PM CST; occasional Saturday, holiday, and overtime coverage may be required

Job Description:

We are seeking a Customer Support Representative II to provide front-line customer and Tier 1 technical support for product-related questions, issues, and concerns. The ideal candidate will have strong customer service skills, excellent communication abilities, and the technical aptitude to research and troubleshoot customer inquiries.

This position requires someone comfortable working in a fast-paced contact center environment, handling customer calls professionally, documenting interactions accurately, and providing effective solutions.

Key Responsibilities:

Provide front-line customer and Tier 1 technical support by phone.

Respond to customer questions regarding products, availability, and compatibility.

Troubleshoot product-related issues and concerns.

Handle customer complaints and provide appropriate resolutions.

Assist customers with warranty registration and warranty coverage questions.

Provide assistance with out-of-warranty products and services.

Research and provide parts and product publication information.

Assist customers with loyalty and rewards programs.

Research customer inquiries and identify appropriate solutions.

Accurately document customer interactions and resolutions.

Maintain a professional and customer-focused approach during all interactions.

Collaborate with internal teams when issues require additional assistance.

Required Qualifications:

6+ months of customer service, customer support, or technical support experience.

Excellent verbal and written communication skills.

Strong computer, research, and troubleshooting abilities.

Proficiency with Microsoft Office applications.

Comfortable learning and using consumer software applications.

Strong interpersonal, negotiation, and conflict-resolution skills.

Ability to effectively handle customer concerns and complaints.

Ability to work within required support hours, including occasional holidays and overtime.

Preferred Qualifications:

Experience in technical support or a contact center environment.

Knowledge of agriculture, lawn/turf equipment, or utility vehicles.

Previous experience supporting agricultural or technology equipment through a dealer/channel environment.

Experience with product support, warranty support, parts lookup, or equipment troubleshooting.

Bachelor's degree in Agriculture, Business, Communications, Engineering, Information Technology, or a related field.

Training:

Approximately 6 weeks of training and mentoring will be provided.

Training will be conducted on an 8:00 AM4:30 PM shift.

Training includes approximately 2 weeks of classroom instruction followed by 24 weeks of hands-on/on-the-job training with an experienced team member.

It may take approximately 34 months to reach full productivity.

Work Schedule:

Candidates must be flexible to work any 8-hour shift within the 7:00 AM6:00 PM CST support window.

Saturday support may occasionally be required.

Occasional holidays and overtime may be required based on business needs.

Shift schedules may change depending on call volumes.