Customer | Dealer Support Representative

Job Title: Customer | Dealer Support Representative
Location: Johnston, IA
Duration: 12+ Months (Contract)
 
Job Summary:

• As a Tier 1 Dealer Support Representative on the Client ExpertConnect team, you will serve as the first point of contact for Client dealers using the ExpertConnect internal ticketing system. You will provide timely, knowledgeable assistance primarily through chat, with occasional support via phone, email or Microsoft Teams meetings.
• This role is ideal for someone who thrives in a fast-paced environment, enProducts solving problems, and is passionate about technology and customer support.

 
 Key Responsibilities:

• Frontline Support & Troubleshooting: Serve as the first point of contact for Client dealers and colleagues, providing Tier 1 support and troubleshooting through the ExpertConnect ticketing system.
• Documentation & Escalation: Accurately document dealer interactions and escalate complex issues to Tier 2 support or product teams as needed.
• Cross-Functional Collaboration: Work closely with dealer success associates, product managers, and other internal stakeholders to enhance dealer satisfaction and drive platform adoption.
• Feedback Relay: Capture dealer feedback and feature requests and relay them to product teams to inform future improvements.

 
 What Skills You Need:

• Customer Service Experience: Minimum of 1 year in customer support, technical assistance, or a related field.
• Strong Communication: Ability to communicate clearly and empathetically, especially with frustrated users.
• Technical Aptitude: Comfort with digital tools and eagerness to learn the Client product ecosystem.
• Time Management: Skilled at prioritizing tasks in a dynamic, team-oriented setting.
• Growth Mindset: Proactive approach to learning and continuous improvement.

 
 What Makes You Stand Out:

• Dealer Experience: Prior experience working with Client dealers or within a dealership.
• Industry Knowledge: Background in agriculture or construction.
• Global Collaboration: Experience working with international teams or across cultures.
• Language Proficiency: Bilingual in English and one or more European or Hispanic languages.

 
Education:
Preferred: Bachelor’s degree in Business, Communications, or a related field (or an equivalent combination of education and experience)