Technical Customer Support Specialist

Trimble Inc.; Metropolitan Borough of Solihull; Remote; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking global tech company as a Technical Customer Support Specialist, where you'll become an expert in MEP software. This remote role offers the opportunity to assist clients in the construction sector, providing exceptional support on complex software issues. With a focus on communication and problem-solving, you'll help clients navigate their projects, ensuring they receive the best-in-class service they deserve. If you are passionate about technology and client satisfaction, this role is perfect for you, offering growth and development in a dynamic environment.

Qualifications

• Experience in customer service or technical support roles.
• Strong troubleshooting skills and ability to learn software quickly.

Responsibilities

• Provide high-level technical support to customers on MEP software.
• Resolve customer issues via calls, chat, and ticketing systems.
• Assist in the production of user documentation and manuals.

Skills

Customer Service

Technical Support

Troubleshooting

Communication Skills

Problem-Solving

Construction Industry Knowledge

Software Learning Ability

Job description

Your Title: Technical Customer Support Specialist

Job Location: UK - Remote with occasional travel to UK Office locations

Our Department: MEP

As one of our Customer Support Specialists, we will develop you to be an MEP software Subject Matter Expert on our products. Once you have been trained, you will work with our clients to resolve any usage issues they have with our MEP software. This will mean providing support on complex issues via live chat, phone, or an email ticketed system. The clients that you will support will be across the construction and infrastructure sector, working on projects with budgets from £100,000’s to the tens of millions, so they need best-in-class support, and that is what you will provide.

This role will be supporting our Estimating software tools aimed at mechanical & electrical contractors. To be successful in this role, you do not need to have a background in mechanical, electrical, and plumbing software, but you do need excellent communication skills, a desire to assist and help our clients, and an interest in technology. Trimble and our MEP products are some of the leading BIM software, and we’re constantly improving them. If technology and improved ways of working don’t excite you, then this likely isn’t the position for you.

If you are interested in tech and enjoy providing our clients with the solutions they need, then you have the opportunity to join a growing global tech business that will invest in you and develop your knowledge of the construction sector and construction software.

Your Location:

This is a remote role where you will predominantly work from home BUT you will travel on average once a month to UK Office locations for team meetings and updates.

What You Will Do:

• Ability to quickly develop and maintain a high level of knowledge of (MEP) software products and remain an expert on current product knowledge from both an internal and user perspective.
• Answer incoming support calls courteously and within defined timescales as and when required.
• Provide problem-solving service for customers relating to Estimating software packages.
• Complete customer support tickets on the CRM database.
• Complete defect tickets on the CRM database.
• Provide high-level technical support to customers.
• Help maintain the list of defects and enhancements.
• Help find the root cause of defects as they are found.
• Assist in the resolution of customer defects to ensure satisfactory completion in accordance with company procedures.
• Provide technical support to the Sales Team as required.
• Help maintain the list of future enhancements.
• Provide technical support to other members of the support team.
• Test new versions of software as necessary.
• Assist with the production of user documentation, manuals & help files as necessary.
• Liaising with development to achieve set goals.

What skills & experience you should bring:

• Experience in a customer service role and/or technical support role.
• Excellent written and verbal communication skills.
• Strong troubleshooting ability and proven aptitude to learn new software and technology tools quickly.
• Experience in estimating, purchasing, and contract management within the construction industry would be an advantage in this role.
• Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
• Excellent problem-solving skills, a strong customer-service orientation, and commitment to ensuring timely, quality solutions to customer issues.
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
• Well-organised, self-directed team player. Remains open to others’ ideas and exhibits willingness to try new things.

About Trimble: MEP

Our portfolio of construction management software solutions for today’s MEP contractors and engineers—combined with our commitment to innovation and service—has made us an industry leader in over 150 countries. We’ve earned the trust of our clients because of our extensive knowledge in specialty trades and expertise in positioning technologies.

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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