Job Title: Dealer Support Representative
Location: Johnston, IA
Assignment Length: 13 Months
Pay Rate: $24.00 per hour
Visa sponsorship is not available, now or in the near future, for this position.
Job Summary:
As a Tier 1 Dealer Support Representative on the John Deere ExpertConnect team, you will serve as the first point of contact for John Deere 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, enjoys solving problems, and is passionate about technology and customer support.
Key Responsibilities:
- Frontline Support & Troubleshooting: Serve as the first point of contact for John Deere 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:
- Minimum of 1 year in customer support, technical assistance, or a related field.
- Ability to communicate clearly and empathetically, especially with frustrated users.
- Comfort with digital tools and eagerness to learn the John Deere product ecosystem.
- Skilled at prioritizing tasks in a dynamic, team-oriented setting.
- Proactive approach to learning and continuous improvement.
What Makes You Stand Out:
- Prior experience working with John Deere dealers or within a dealership.
- Background in agriculture or construction.
- Experience working with international teams or across cultures.
- 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)
- Interviews will evaluate communication skills, problem-solving ability, and relevant support experience.