Customer Support Representative

Job title :

Customer Support Representative Client :

Heavy Machine Manufacturing Company Duration :

24 Months (Possible Extension)

Location :

Johnston, IA 50131

Shift :

Flexible shifts between 5:00 AM

• 7:00 PM CST (Mon-Fri) 7:00 AM
• 3:30 PM 8:00 AM
• 4:30 PM 9:00 AM
• 5:30 PM 10:30 AM
• 7:00 PM Option to work from home on

Fridays Job Description:

Provides frontline technical and product support to customers, dealers, and internal teams. Handles moderately complex inquiries, resolves issues, and ensures high customer satisfaction and retention. Supports Intelligent Solutions Group (ISG) products through multiple communication channels.

Key Responsibilities:

Provide advanced product and service information to customers Handle complex customer inquiries, issues, and escalations Support customers via phone, email, and chat channels Document all interactions in CRM/case management systems Process custom/special orders and coordinate with internal teams Build and maintain strong customer relationships Schedule follow-ups and maintain accurate customer data Follow structured scripts to understand customer requirements Deliver high-quality service to improve retention and satisfaction Create and maintain support tools and knowledge base content

Products/Systems Supported:

JDLink Operations Center Apex Farm Management Mobile Applications GreenStar Displays StarFire Receivers AutoTrac & Machine Guidance Systems Required Qualifications:

Fluent in Portuguese (verbal and written) Working proficiency in English Experience in customer support/service roles Strong communication, negotiation, and conflict resolution skills Strong computer skills and troubleshooting ability Comfortable working with consumer software applications Ability to work flexible shifts and occasional holidays Experience with data entry and management

Preferred Qualifications:

Knowledge of agriculture industry or customers Experience in precision farming or ag-tech systems Background in agriculture, technology dealer channels Bachelor's degree in Agriculture, Business, Engineering, IT, or related field

Special Considerations:

Retention bonus and pay increase after 6 months (completion required) 6-week training period (8:00 AM

• 4:30 PM shift) 3-4 months to reach full productivity Occasional travel for factory tours and field visits Strict attendance policy during training (no time off allowed) Unexcused absences during training may lead to termination

Core Competencies:

Customer Relationship Management Technical Support & Troubleshooting Communication & Problem Resolution Data Documentation & CRM Usage Multilingual Support (Portuguese + English) IND_

NIT Job Type:

Contract Pay:

$17.00

• $20.

00 per hour

Experience:

Customer support: 1 year (Required) Call center: 1 year (Required)

Language:

Portuguese (Required)

Work Location:

In person