Customer Support Representative II - Customer Support
Customer Support Representative II - Customer Support
Posted on :
27-08-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
27-08-2025
Job Description
Description:
Major Purpose
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.
Major Duties
Provide advanced product/service information and respond to complex customer questions about the product/service.
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Interview the customer following a complex multilevel sales script to clarify the customers requirements or assist in conducting interviews with potential customers making detailed notes to collect client requirements.
Provide exceptional service to customers to encourage continued use of the organizations products/services.
Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology external regulation and industry best practices through ongoing education attending conferences and reading specialist media.
Skills Abilities Knowledge
Leverages Digital Communications with Customers
Masters Service Conversations
Navigates Customer Challenges
Strengthens Customer Connections
Customer-Focused Approach
Builds Customer Loyalty
Service Into Sales
In-Depth Questioning
Initiates Compelling Sales Conversations
Builds Rapport
Knows the Buying Influences
Manages Buyer Indifference
Understands Issues/Motivations
Education
Post-Secondary Non-Tertiary Education
Work Experience
Very limited (0 to 3 months)
Experienced practitioner able to work unsupervised (13 months to 3 years)
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.
Major Duties
Provide advanced product/service information and respond to complex customer questions about the product/service.
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Interview the customer following a complex multilevel sales script to clarify the customers requirements or assist in conducting interviews with potential customers making detailed notes to collect client requirements.
Provide exceptional service to customers to encourage continued use of the organizations products/services.
Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology external regulation and industry best practices through ongoing education attending conferences and reading specialist media.
Skills Abilities Knowledge
Leverages Digital Communications with Customers
Masters Service Conversations
Navigates Customer Challenges
Strengthens Customer Connections
Customer-Focused Approach
Builds Customer Loyalty
Service Into Sales
In-Depth Questioning
Initiates Compelling Sales Conversations
Builds Rapport
Knows the Buying Influences
Manages Buyer Indifference
Understands Issues/Motivations
Education
Post-Secondary Non-Tertiary Education
Work Experience
Very limited (0 to 3 months)
Experienced practitioner able to work unsupervised (13 months to 3 years)
Additional Details
- Managers Requested Bill Rate : (No Value)
- Does the position allow for the worker to be virtual/remote : No
- Critical Position : No
- If a Glider Assessment is Required enter the assessment ID : N/A
- Position Title : Dealer Support Representative
- Specific Position Requirements : Max Rate: 35/hr ExpertConnect Dealer Support Representative Onsite Job Summary: As a Tier 1 Dealer Support Representative on the John Deere ExpertConnect team you will serve as the first point of contact for John Deere dealers using the ExpertConnect internal ticketing system. You will provide timely knowledgeable assistance primarily through chat with occasional support via phone email or Microsoft Teams meetings. This role is ideal for someone who thrives in a fast-paced environment enjoys solving problems and is passionate about technology and customer support. Key Responsibilities: Frontline Support & Troubleshooting: Serve as the first point of contact for John Deere dealers and colleagues providing Tier 1 support and troubleshooting through the ExpertConnect ticketing system. Documentation & Escalation: Accurately document dealer interactions and escalate complex issues to Tier 2 support or product teams as needed. Cross-Functional Collaboration: Work closely with dealer success associates product managers and other internal stakeholders to enhance dealer satisfaction and drive platform adoption. Feedback Relay: Capture dealer feedback and feature requests and relay them to product teams to inform future improvements. What Skills You Need: Customer Service Experience: Minimum of 1 year in customer support technical assistance or a related field. Strong Communication: Ability to communicate clearly and empathetically especially with frustrated users. Technical Aptitude: Comfort with digital tools and eagerness to learn the John Deere product ecosystem. Time Management: Skilled at prioritizing tasks in a dynamic team-oriented setting. Growth Mindset: Proactive approach to learning and continuous improvement. What Makes You Stand Out: Dealer Experience: Prior experience working with John Deere dealers or within a dealership. Industry Knowledge: Background in agriculture or construction. Global Collaboration: Experience working with international teams or across cultures. Language Proficiency: Bilingual in English and one or more European or Hispanic languages. Education: Preferred: Bachelor s degree in Business Communications or a related field (or an equivalent combination of education and experience)
Employment Type
Full-time
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
Similar Jobs
Dr. Job is an online platform that connects employers with skilled job seekers, facilitating the search for job opportunities and top talent. Established in 2015. Dr. Job Pro has emerged as the world premier job portal, attracting thousands of job seekers every day from all over the world.
Follow Dr.Job
Dr Job FZ LLC. 2025 © All Rights Reserved