Customer Support Representative

Location: Urbandale, Iowa
Posted On: 8/4/2017
Job Code: COL_13739
Job Description
Provides information/solutions as front line 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 client 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 client 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.
Position Title
Customer Support Representative I
Specific Position Requirements
This position will require an individual to be fluent in FRENCH, as well as English, and will provide support to Customers and Dealers that are located in France. The contingent will provide product and service information using both internal and external resources while ensuring an excellent customer experience, and problem solving skills. The contingent will also assist customers and dealers (Phone and email) with the setup, operation, and functionality for an Industry leader in GPS enabled precision farming equipment. This position will also require the contingent to quickly diagnose & troubleshoot problems, as well as escalate high priority issues in a timely fashion in order to maximize efficiency and minimize downtime. Extreme Flexibility is needed due to the schedule requirements of supporting a twenty four by seven and three hundred and sixty two day a year support center. Primary support hours for Russia are between 1:00 am to 11:00 am; however, shifts outside of these hours are also a possibility, as well as weekends and holidays. There will also be times that OT will be needed. Training will be on 1st shift and last roughly eight weeks, after which the technician will be moved to cover the primary support hours for that country/region. The contingent will be given notice for any shift changes ahead of time. Candidates with customer service backgrounds and strong troubleshooting computer skills are highly desired. Ag/farming backgrounds a plus. 4-year degree preferred.
Category:IT  code:new
Job Requirements

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Contact Details
Rakesh Nair