Customer Support Representative

Job Title: Customer Support Representative II Location: Johnston, IA Duration: 3+ years Job ID: JDJP00040668 PRIMARY RESPONSIBILTIES & DUTIES: The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to John Deere 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. A few of the 80+ products supported by this support team: MyJohnDeere/Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac and machine guidance. REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE,&RELEVANT WORK EXPERIENCE: * 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 DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE: * Knowledge of agriculture customers * Agriculture operations experience, including Precision Farming experience * Prior work experience in Agriculture or Technology dealer channels * Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline **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** Contact Center is open from 7am - 7pm CST, Monday - Friday Four shifts available that rotate within the 12 hour operation: o 7:00am - 3:30pm o 8:00am - 4:30pm o 9:00am - 5:30pm o 10:30am - 7:00pm Candidate must be available to work any 8-hour shift within the 7am-7pm support window. Candidate will work on-site (John Deere Financial - Johnston, IA) four days a week with one day working from home. SPECIAL CONSIDERATIONS: 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. Will ride along with a Deere full-time employee. Onboarding 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. To determine if an absence is excused work with your direct supervisor. Interviews will include behavioral based questioning Candidate will be asked to share specific examples Visa sponsorship is not available, now or in the near future, for this position. Max submittals have been changed to 2 resumes for this requisition. Cross border work is not permitted for this role. Best Regards, Reet Chaursaisa Morristown, NJ

Created: 2025-01-11