Technical Support Representative
About The Position
The Technical Support Representative is responsible for the support of the technology product portfolio for new and existing customers. Responsible for dealer and end user customer technical support primarily over the phone and through Live Chat. This position requires excellent listening skills, a calm demeanor, technical knowledge of mechanical and electrical systems and a willingness to work technical issues through to resolution. Includes answering questions regarding equipment installation, service, troubleshooting, website, and App navigation. Additional duties include assisting in development of dealer and end user reference material and training curriculum. During the off-season this position will work in assembly/production and other duties as necessary.
Requirements
- High School Diploma and 4+ Years of relevant experience in customer service and support
- Must have the ability work well under pressure and with a sense of urgency
- Effectively communicate technical solutions, ideas, and questions
- Ability to work in a team environment to balance high call volume and multiple priorities
- Ability to clearly communicate technical information to colleagues and customers is preferred
Nice To Haves
- Associates or Bachelors or Degree in Agriculture, Engineering, Irrigation is preferred
- Ability to read, write and speak English is necessary
- Ability to organize and manage multiple, simultaneous priorities is preferred
- Precision agriculture experience preferred
- Customer Service experience preferred
- Understanding of various crops and farming practices
- Bi-lingual (Spanish) preferred, but not required
Responsibilities
- Resolve hardware, software and other issues
- Answer dealer/customer questions regarding installation, troubleshooting and platform/system navigation
- Assist customers inquiries about products and services
- Determine the nature of the call and the best path to resolution, escalating to next level, as necessary
- Create Return Material Authorization (RMA) requests and document warranty claims
- Prepare product and/or service reports by collecting and analyzing call data
- Communicate and help resolve issues to the appropriate departments for resolutions – including software, engineering, and manufacturing/operations
- May be assigned to manage Special Projects on an as needed basis
Benefits
- Healthcare (medical, prescription drugs, dental and vision)
- 401k retirement plan with company match
- Paid time off
- Employer paid life insurance
- Employer paid short-term and long-term disability including maternity leave
- Work Life Support
- Tuition Reimbursement up to $5,250 per year
- Voluntary programs like tobacco cessation, Type 2 diabetes reversal, one-on-one health coaching, mortgage services and more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
