Technical Support Representative (French Speaker)

Trimble; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading 3D modeling company based in the UK seeks a Technical Support Representative to provide exceptional customer service in both French and English. The role requires engaging customers, documenting interactions, and resolving technical issues while ensuring a positive experience. Candidates must have a Bachelor’s degree, be native French speakers, and possess a customer-focused approach. This position offers the chance to work in a values-driven environment that prioritizes growth and innovation.

Qualifications

• 2 years of experience supporting customers via chat, email, and phone.
• Customer-focused approach ensuring tailored interactions and solutions.
• Attention to detail while working through issue discovery.

Responsibilities

• Deliver exceptional service in both French and English.
• Engage with customers to establish rapport and trust.
• Document customer interaction for each case.

Skills

Native French Speaker

Fluent in English

Customer service

Technical proficiency

Excellent communication skills

Time management

Troubleshooting skills

Education

Bachelors Degree or equivalent experience

Tools

Google Suite

Job description

Trimble SketchUp

SketchUp is one of the most popular 3D modeling and design tools in the world. Today hundreds of thousands of architects engineers contractors woodworkers artists and other creatives use SketchUp Pro LayOut Sefaira and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better smarter and more successful.

About the Role

As a Technical Support Representative you will deliver exceptional customer service in both French and English and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver going above and beyond to understand and address customers needs while providing timely and effective technical support via email and phone. You will provide a friendly experience while offering tips tutorials and best practices to enhance their overall experience and enable them to be more self‑sufficient SketchUp users.

Responsibilities

• 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 asking 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: Billing and invoicing; Account authorization; Entitlement management; Download and installation; SketchUp Extensions; Crash identification.
• 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.
• Maintain and refresh knowledge of products promotions and internal systems through training and continuing education.

Bug Tracking

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.

Required Skills and Experience

• Native French Speaker
• Fluent in English
• Bachelors Degree or equivalent experience in a customer solution environment
• 2 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

Preferred Skills and Experience

• Knowledge of 3D modeling 3D graphics processing or energy performance.
• Background in Engineering Architecture Design or User 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

Key Skills

• Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Application Process

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.

Values

Join a Values-Driven Team: Belong Grow Innovate. At Trimble our core values of Belong Grow and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen heard and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

Employment Details

• Employment Type: Full-Time
• Experience: years
• Vacancy: 1