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. (Note that products may include parts, whole goods or product related services.) Duties: Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers, dealers, and personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line. Assists in the promotion of products/services/programs through special program offerings, special mailings and pro-active user contact. Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution. SPECIAL CONSIDERATIONS: This position will require a candidate to be fluent in Spanish as well as English. Candidates must be able to work an 8-hour shift between 12:00 am- 6:00 pm Monday-Friday to support the specific language and country, occasional holidays, and OT based on the needs of the business. Training will be on 1st shift and last approximately 10 weeks. PRIMARY RESPONSIBILITIES DUTIES: The support team provides front-line technical support/information/solutions to dealers and customers on 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 the DTAC/CCMS system. Technicians also create and maintain support tools/solutions available online.
REQUIRED SKILLS, KNOWLEDGE, RELEVANT WORK EXPERIENCE: * Skills in interpersonal communications, negotiation, and conflict resolution. * 6+ months experience with customer service / support experience. * 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. 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.
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