Job Title: Customer Support Representative II
Location: Johnston, IA
Job Type: 24-month contract, W2
Expected hours per week: 40 hours per week
Schedule: On-site, Sunday-Thursday, 4pm-1:30am
Pay Range: $21.50 per hour
Job Description:
Position Summary
We are seeking a Technical Support Specialist to join a customer-focused support team responsible for providing front-line technical assistance for agriculture technology products and digital solutions. This role delivers support to dealers and customers through phone, email, and chat channels while troubleshooting product issues, documenting resolutions, and contributing to knowledge management resources.
The ideal candidate has strong customer service experience, excellent technical troubleshooting skills, and the ability to communicate effectively with both technical and non-technical users. Experience within agriculture, precision farming, or technology support environments is highly preferred.
Key Responsibilities
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Provide first-line technical support for customers and dealers regarding agriculture technology products, software applications, and connected solutions.
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Diagnose, troubleshoot, and resolve technical issues through telephone, email, and chat support channels.
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Accurately document support cases, resolutions, and customer interactions within the case management system.
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Create, update, and maintain support documentation, knowledge articles, and online troubleshooting resources.
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Assist customers with software applications, data management, connectivity issues, and equipment integration.
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Escalate complex issues when necessary while maintaining ownership and communication throughout the resolution process.
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Deliver exceptional customer service and contribute to customer satisfaction and retention initiatives.
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Support a variety of digital agriculture and machine technology platforms, including web portals, mobile applications, guidance systems, displays, receivers, and connected equipment solutions.
Required Qualifications
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Experience in customer service, technical support, help desk, or related support environments.
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Strong computer skills with the ability to troubleshoot software and technology-related issues.
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Experience working with consumer software applications and web-based platforms.
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Excellent interpersonal, communication, negotiation, and conflict-resolution skills.
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Experience working with data management or data-related systems.
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Ability to work off-shift hours and occasional holidays as required by business needs.
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Strong organizational skills and attention to detail.
Preferred Qualifications
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Knowledge of agricultural operations and farming practices.
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Precision agriculture or precision farming experience.
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Experience working with agricultural equipment, technology, or dealer networks.
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Previous experience supporting technology solutions in agriculture or related industries.
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Bachelor’s degree in Agriculture, Business, Engineering, Information Technology, or a related field.
Training & Development
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Comprehensive training and mentoring provided on a day shift schedule (approximately 8:00 AM to 4:30 PM) for the first six weeks.
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Employees should expect a learning curve of approximately 3 to 4 months before reaching full productivity.
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Ongoing coaching and development opportunities will be provided.
Employment Details
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This is a contingent position with no current expectation of conversion to full-time employment.
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Individuals are eligible to apply for internal full-time opportunities through the company’s career portal when available.
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Retention bonuses are available at designated employment milestones.
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Pay increases are available based on tenure milestones.
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Retention bonuses and pay increases may be forfeited if assignments are not completed or employment ends before eligibility requirements are met.
Benefits: 40 hours paid time off, medical insurance contributions, dental vision and our 401k retirement savings plan available.
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