Technical Support Representative - Fixed Term Contract

Trimble; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A technology company is looking for a Technical Support Representative to join their SketchUp support team. The role involves engaging with customers, providing support via email and phone, and documenting interactions. Candidates should have two years of experience in customer support, strong troubleshooting skills, and the ability to work remotely. This fixed-term contract is 12 months with a remote work arrangement.

Qualifications

• Two years of experience supporting customers via chat, email, and phone.
• Comfortable working in a remote environment.
• Familiarity with computer systems and software.

Responsibilities

• Engage with customers in a friendly and professional manner.
• Provide quick responses to customer requests.
• Document customer interactions and issues.

Skills

Customer-focused approach

Technical proficiency

Excellent communication skills

Time management

Attention to detail

Troubleshooting skills

Ability to maintain composure under pressure

Tools

Google Suite

Customer support software

Ticketing systems

Job description

Technical Support Representative - Fixed Term Contract

Location: UK - Remote

Division: AECO - Architects, Engineers, Construction & Owners

Duration: 12 month Fixed Term Contract

Trimble is seeking a Technical Support professional to join our SketchUp customer support team. In this position, you will provide general product and technical support to our SketchUp users, predominantly support to businesses rather than members of the public.

What You Will Do:

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customers’ technical issues
• Thoroughly review all customer communication, using plain language to ensure understanding, and ask for feedback to ensure effective communication
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps
• Document cases for customer requests from all channels: phone calls, chats, emails, and queues
• Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp
• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required

What Skills & Experience You Should Bring:

• Two years of experience supporting customers via chat, email, and phone
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
• Time management and prioritization skills, enabling high quality and time sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high-pressure situations
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
• Comfortable working in a remote environment, with occasional in office meetings

Preferred Skills and Experience:

• Customer Support Center Experience
• Experience in multiple operating systems, such as Windows, Android, iOS, Microsoft
• Familiarity with customer support software, ticketing systems, and remote support tools
• Knowledge of 3D modeling, 3D graphics processing or energy performance
• Background in Engineering, Architecture, Design, or User Experience

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. For more information about Trimble visit www.trimble.com

How to Apply:

Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

Trimble’s Privacy Policy: If you need assistance or would like to request an accommodation in connection with the application process, please contact [e-mail].