Bilingual Customer Support Representative II

Job Title: Customer Support Representative II

Location: Johnston, IA (On-site)

Position Summary:

The Customer Support Representative II provides front-line technical and product support to customers, channel partners, and internal personnel. This role is responsible for addressing moderately complex inquiries related to agricultural technology products and services, ensuring high levels of customer satisfaction and retention.

Key Responsibilities:

• Provide technical product/service information and support for moderately complex issues via phone, email, and chat.
• Respond to escalated customer concerns promptly and accurately; obtain managerial approvals when required.
• Record and process custom or special orders, coordinating with internal teams as needed for delivery and resolution.
• Act as a first point of contact for resolving customer queries and complaints.
• Maintain detailed documentation of customer interactions in CRM systems and schedule appropriate follow-ups.
• Conduct interviews with customers using structured scripts to assess needs and clarify requirements.
• Promote continued use of the organization's products and services through exceptional service delivery.
• Comply with all company policies, procedures, and relevant regulatory guidelines.
• Actively participate in training, development programs, and ongoing learning to enhance product knowledge and professional skills.
• Support development and maintenance of support tools and online documentation.

Required Skills & Experience:

• Strong interpersonal communication, conflict resolution, and customer service skills.
• Experience with technical troubleshooting and consumer software applications.
• Ability to manage data and accurately input information into case management systems.
• Comfortable working flexible hours, including off-shift periods and occasional holidays.
• Fluent in both English and Spanish (spoken and written).
• Familiarity with data management and CRM tools.

Preferred Qualifications:

• Bachelor's degree in Agriculture, Business, Engineering, Information Technology, or a related field.
• Technical certifications (especially in IT or database management) if no degree is held.
• Background or hands-on experience in agriculture operations or precision farming.
• Prior experience working with agricultural technology or within dealer support channels.