Systems Support Assistant jobs in Des Moines, IA

Job Title : Customer Support Representative II

Job Id : -

Location : Johnston,IA

Duration : Months On W Contract

Visa sponsorship is not available, now or in the near future, for this position.

SPECIAL CONSIDERATIONS :

• Must be able to work second shift with weekend hours. New-hire training will take place M-F, am- : pm and will consist of - weeks classroom, and an additional few weeks of on the job training & mentoring with an experienced technician.
• After training, candidate must be able to work an hr shift within the hours of pm to pm.

PRIMARY RESPONSIBILITIES & DUTIES :

The Social Media Care team provides front-line technical support / information / solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.

Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction.

This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing / approving outbound content for quality and accuracy.

COMMON QUESTIONS INCLUDE :

• General product questions, availability, compatibility
• Ag, Residential and Commercial Turf, and Golf product issues / complaints
• Parts and publications lookups
• Loyalty Rewards programs
• Client Experience

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE :

• Skills in interpersonal communications, negotiation, and conflict resolution.
• Effective written communication skills.
• months experience with customer service / support experience.
• High comfort level and experience with consumer software applications.
• Experience with multiple forms of Social Media (Facebook, Twitter, Instagram, YouTube, TikTok)
• Strong computer and troubleshooting skills.
• Ability to work off-shift hours and occasional holidays to support the business

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE :

• Prior work history with using Social Media for business purposes
• Prior work experience in Agriculture or Technology dealer channels
• Knowledge of agriculture, turf (mowers) and utility vehicles
• Bachelor's degree in Agriculture, Business, Communications, Marketing, IT or a similar discipline.

Last updated : 2024-04-23