Technical Customer Support Professional
Location: Remote, US
What You Will Do
The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation products and TMS solutions for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web-based applications by handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. A qualified candidate will have a technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.
Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
Communicate with customers via inbound/outbound calls, emails, casework, and chats
Ensure individual and team SLAs/KPIs are maintained and on track
Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences
Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
Prioritize inbound cases and requests based on severity and customer impact
Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities
Collaborate on documentation creation needed for internal cross-functional teams
What Skills & Experience You Should Bring
Bachelor’s Degree or equivalent experience in a technology-related field
2+ years of experience working in software and hardware troubleshooting or development capacity
Demonstrated success with root cause analysis
Excellent communication skills via phone, verbal, and written
Ability to work in a fast-paced, ever-changing environment, with a positive, growth-mindset attitude
The position may require occasional evening or weekend hours, but the primary workload involves standard business hours during the work week (8 am - 5 pm)
Travel less than 10 percent of the time
Preferred Skills:
Experience in multiple operating systems, such as Windows, Linux, Android, iOS, and Microsoft servers
Experience working with a CRM casing software
Experience troubleshooting mobile or wireless Communications
Experience with the System Development Life Cycle (SDLC)
Experience using and troubleshooting SQL, XML, HTML, Scripting
Experience writing bugs and using Jira/Confluence
Experience developing reports to analyze data trends and proposing meaningful conclusions
Experience with troubleshooting and reviewing device logs
Operations experience in the transportation industry
About Trimble
Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit: www.trimble.com
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
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Hiring Range:
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Bonus Eligible?
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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
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