Customer Support Representative II

Position Title

Customer Support Representative II

Specific Position Requirements

Customer Support Representative II - Enterprise Contact Center

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role.

PRIMARY RESPONSIBILITIES & DUTIES:
The Enterprise Contact Center team provides front-line technical support / information / solutions to 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.
Common calls and emails include:
General product questions, availability, compatibility
Ag, Residential and Commercial Turf, and Golf product issues/complaints
Warranty registration, and extended warranty coverage
Out of warranty assistance
Parts and publications lookups


Support hours fall between 7am - 6pm CST, Monday - Friday
Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
Candidate will work on-site (client Financial) five days a week
Shifts are subject to change based on volumes.

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.
Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
The primary responsibilities for this opening could be for either Tier 1 or Tier 2 support.
REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
Skills in interpersonal communications, negotiation, and conflict resolution.
Excellent written and verbal communication skills
6+ months experience with customer service/support experience.
Proficiency with Microsoft Office products
Strong computer, research and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.
DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
Knowledge of agriculture, turf (mowers) and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Associates or Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.
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.
•*Prescreen questionnaire is attached. This must be completed and attached to the candidate s profile in order to be considered. Candidates submitted without this will be rejected.**

Pre-Screening Questions

1. This position is onsite. Are you able to commute to work?

1. Attendance during training and mentoring is critical, as such contingent employees within their training period (about 5-7 weeks of employment) are not eligible to take time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination.

Prospective candidates with planned events should work through their agency to determine if an absence is excused.

Do you have any personal events scheduled during that time that would affect your attendance?

1. Do you have experience with:

1. Microsoft Office products specifically Teams/similar platform like Zoom; Outlook email and shared calendar

1. Researching in multiple systems while on the phone with a customer

1. Soft phone (phone through the computer)