Job Description

Job Title: Customer Support Representative II

Location: Johnston, IA 50131

Job Duration : 3 Years ( Possible extension)

Job Type: Contract

Pay Rate: Hourly (W2 – SGS Payroll)

The final pay rate will be determined based on factors such as your relevant skills, education, experience, and the benefits package you select.

Benefits:

Employees are eligible to participate in our comprehensive benefits plan, which includes:

• Group Health Insurance (including Vision and Dental)

• 401(k) Retirement Plan

Job Description:

• These positions will be on the Customer Support Team in a Technical Support Center.
• This position will require a Bi-Lingual individual to be fluent in Portuguese, as well as English.
• This position offers a retention bonus after 6, 12, and 24 months of employment.
• This position offers pay increases based on 6, 12, and 24 months of employment.
• Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.

Primary Responsibilties & Duties:

The ISG R3 (Region 3) Portuguese language 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 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:

Website-Dashboard, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, AutoTrac and machine guidance.

REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE,&RELEVANT WORK EXPERIENCE:

- Fluent in Portuguese

- Skills in interpersonal communications, negotiation, and conflict resolution

- Advanced in verbal and written in Portuguese language abilities

- Working functional in written and verbal English language abilities

- 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

Contact Center is open from 5am - 7pm CST, Monday - Friday

· Occasional holidays, weekends and overtime based on the needs of the business

· Candidate must be available to work any 8-hour shift within the 7am-6pm support window.

· Candidate will work on-site for five days a week with the option to work from home on Friday's

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 client’s 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.

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