Technical Customer Support Representative III (Agriculture Technology)

Administrative AssistantProvides 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 retentionTechnicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within our case management systemTechnicians also create and maintain support tools/solutions available onlineProvide advanced product/service information and respond to complex customer questions about the product/serviceRecord and process custom/special orders that may require additional resources for delivery and coordinate with those teams as requiredRespond to more advanced issue escalations promptly and appropriately; provide managerial approvals as requiredMake calls (by telephone or in person) to allocated customers to develop new relationshipsAct as a first point of contact for resolving customer queries and complaintsSchedule 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 activitiesInterview 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 requirementsProvide exceptional service to customers to encourage continued use of the organization's products/servicesDevelop 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 standardsObtain authorization from a supervisor or manager for any exceptions from mandatory procedureDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coachingDevelop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist mediaContact Center is open from 7am - 7pm CST, Monday - Friday. Four shifts available that rotate within the 12-hour operation:7:00am - 3:30pm8:00am - 4:30pm9:00am - 5:30pm10:30am - 7:00pmCandidate 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.