Job Title: Technical Customer Support Representative II
Location: Johnston, IA
Duration: 36+ Months (Contract/Temp with the possibility of extension)
Shift: 1st Shift
Pay Range: $19.50/hr
Job Description:
We are seeking a Technical Customer Support Representative II to join our Customer Support team. In this role, you will provide front-line technical support to customers and business partners by resolving product-related questions and technical issues through phone, email, and chat. You will troubleshoot software and technology-related problems, document customer interactions, and help deliver an outstanding customer experience.
This is an onsite contract position with comprehensive training and opportunities for pay increases and retention bonuses based on assignment milestones.
Key Responsibilities:
Provide technical support via phone, email, and chat.
Troubleshoot software, application, and product-related issues.
Document all customer interactions accurately in a case management system.
Research, diagnose, and resolve technical problems efficiently.
Maintain accurate records and support documentation.
Create and update knowledge base articles and support tools.
Deliver exceptional customer service while meeting quality and productivity standards.
Collaborate with internal teams to resolve complex customer issues.
Manage multiple customer inquiries in a fast-paced environment.
Required Qualifications:
High school diploma or equivalent required.
Bachelor's degree in Business, Information Technology, Agriculture, Engineering, Mathematics, or a related field is highly preferred.
Candidates without a degree should possess a technical certification demonstrating IT or database knowledge (CompTIA A+, Google IT Support, etc.).
Previous experience in customer service, technical support, or help desk environments.
Strong troubleshooting and analytical skills.
Excellent verbal and written communication skills.
Strong interpersonal, negotiation, and conflict resolution skills.
Comfortable supporting customers via phone, email, and chat.
Strong computer skills with the ability to learn new software quickly.
Experience with case management or ticketing systems.
Experience with data management.
Ability to work onsite and maintain reliable attendance.
Preferred Qualifications:
Agriculture industry experience.
Precision agriculture or farming technology knowledge.
Experience supporting software applications or connected technology products.
Experience working with equipment dealers or technical service organizations.
Schedule:
Must be available to work any 8-hour shift between 7:00 AM and 7:00 PM.
Training is conducted on the 8:00 AM – 4:30 PM shift for approximately six weeks.
Candidates must be able to commit to the full training period with no planned time off.
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Pay: $19.00 - $19.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Referral program
- Vision insurance
Application Question(s):
- How many years of experience do you have in customer service or technical support?
- Have you provided technical support to customers via phone, email, and/or chat?
- Do you have experience troubleshooting software or technical issues for customers?
- Do you have experience documenting customer interactions using a CRM or case management system?
- Which ticketing or case management systems have you used? (Salesforce, ServiceNow, Zendesk, Freshdesk, Jira):
- Are you proficient using Microsoft Office and web-based software applications?
- Can you commit to approximately six weeks of training with no planned time off?
- Are you available to work onsite Monday through Friday and any assigned 8-hour shift between 7:00 AM and 7:00 PM?
- Are you a US Citizen or GCH? If on Visa please mention the Visa Status.
- Are you ready for background check and drug screen in accordance with the local law and regulations?
- Please confirm your email address and contact number.
- Cube Hub payroll is "Bi-Weekly, we pay every-other-Friday. Are you Comfortable with Bi-Weekly payroll policy?
- What is your Expected Pay Range?
- Please share your Current Location, Street Address and Zip Code.
Ability to Commute:
- Johnston, IA 50131 (Required)
Work Location: In person
