Job Description
Job Description
Job Title: Technical Support Representative
Client: Heavy Machine Manufacturing Company
Location: Urbandale, IA 50131
Duration: 19 months
Shift: 1st shift
Role Summary
- Advanced Tier 2 technical support for digital products
- Support Operations Center, APIs, data systems, and integrations
- Resolve escalated and complex customer issues
Key Responsibilities
- Troubleshoot complex technical cases
- Resolve data flow, API, connectivity, and account issues
- Analyze case data and identify root causes
- Work with engineering and product teams
- Improve support processes and documentation
- Manage cases by priority and SLA
- Mentor and support Tier 1 staff
- Maintain detailed case and solution records
Required Skills
- 2+ years in technical or product support
- Strong problem-solving and data analysis
- Clear communication skills
- Time management and organization
- Ability to work in fast-paced environments
Preferred Skills
- Operations Center experience
- API and integration knowledge
- Help desk or multi-tier support experience
- Digital platform or ag-tech experience
Additional Info
- No travel required
- Contract role supporting Tier 2 Digital Support
- Cross-functional collaboration expected
Education
- Bachelor’s Degree or equivalent
Experience
- 3–6 years relevant experience
- Some experience coordinating others
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