Customer Support Representative II

Job Title: Customer Support Representative II 35123

Description:

• 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.)
• The ISG R2 (Region 2) support team provides front-line technical support/information/solutions to Company 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, Green Star Displays, Star Fire Receivers, AutoTrac and machine guidance.

Responsibilities:

• 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 Company 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 Company 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.

Education:

• Bachelor's Degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Required skills required skills, knowledge, relevant work experience:

• Candidates must be fluent in Russian and English
• Skills in interpersonal communications, negotiation, and conflict resolution
• 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

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