Customer Support Representative II

Location: Johnston, IA (On-Site)
Pay Rate: $19.50/Hour
Schedule: Full-Time, Contract Position
Shift Availability: Candidates must be available to work any 8-hour shift between 7:00 AM and 7:00 PM CST, Monday through Friday.

Position Overview

We are seeking a Customer Support Representative II to join a Technical Support Center supporting customers and dealers with a variety of connected technology and software solutions. This role is ideal for individuals who enjoy solving problems, assisting customers, and working with technology in a fast-paced support environment.

The team provides front-line technical support through phone, email, and chat while documenting and tracking customer interactions within a case management system. Representatives also contribute to support documentation and online resources that help customers and dealers successfully utilize technology solutions.

Responsibilities

• Provide technical support and customer assistance via phone, email, and chat
• Troubleshoot software, hardware, and connectivity-related issues
• Document customer interactions accurately within a case management system
• Research and resolve customer concerns while maintaining a high level of customer satisfaction
• Create and maintain support documentation and knowledge resources
• Collaborate with team members and subject matter experts to resolve complex issues
• Support a variety of technology products, applications, and mobile solutions

Required Qualifications

• Customer service or technical support experience
• Strong computer and troubleshooting skills
• Experience working with consumer software applications
• Excellent communication and interpersonal skills
• Ability to manage challenging customer interactions professionally
• Experience with data management and information systems
• Ability to work assigned shifts within the 7:00 AM to 7:00 PM operating window
• Ability to work occasional holidays as business needs require

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Agriculture, Information Technology, Engineering, Mathematics, or a related field
• Agricultural industry knowledge or farming experience
• Precision agriculture experience
• Experience supporting technology products or dealer networks
• Technical certification related to information technology, databases, or systems support
• Previous experience working in agriculture, technology, or customer support environments

Training & Onboarding

• Paid training and mentoring provided
• Initial training lasts approximately 6 weeks and is conducted on an 8:00 AM to 4:30 PM schedule
• New team members typically reach full productivity within 3 to 4 months
• Attendance during the training period is critical, and time off is generally not permitted during onboarding

Additional Benefits

• Retention bonuses available after 6, 12, and 24 months of service
• Pay increases available after 6, 12, and 24 months of service
• Opportunities to explore career growth within the organization
• Occasional local travel for training and educational visits

Work Environment

• 100% on-site in Johnston, Iowa
• Monday through Friday operation
• Collaborative, team-oriented technical support environment
• Behavioral-based interview process

Important Information

This is a contingent contract position. Visa sponsorship is not available now or in the future for this role.

Apply today if you enjoy helping customers, solving technical problems, and working with innovative technology solutions in a professional support environment.

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