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Technical Customer Support Specialist (TEKLA)

Job Location: Kuala Lumpur, (Office Based)

Our Department: Structures

Are you confident about your ability in using Trimble’s Tekla Structures software?

We’re offering the opportunity to become a tech expert across the whole of our Tekla suite in a very versatile and commercially focused Technical Customer Support Specialist role.

What You Will Do

We are looking for an experienced Technical Customer Support Professional to join our dynamic customer support team at Trimble Solutions Malaysia. In this role, you will be instrumental in providing exceptional technical support and training for our products, ensuring our customers receive the highest level of service. You will also collaborate closely with the sales team, assisting them in reaching their sales targets.

Your primary responsibilities will include efficiently resolving technical support issues, conducting in-depth research, diagnosing and troubleshooting problems, and delivering comprehensive training sessions. Your contributions will be critical in driving customer satisfaction and contributing to our overall business success.

What you’ll be doing:

• Provide high-level technical support to users of Tekla Structures software via phone, email, or online forums.

• Conduct engaging and informative training sessions to enhance our customers' understanding and utilization of our software solutions.

• Collaborate closely with the sales team to respond promptly to technical and functionality questionnaires related to the products.

• Represent the company as a technical expert at business conferences, events, and customer meetings.

• Work towards achieving customer support team Key Performance Indicators (KPIs), such as:

  • First response time to customer inquiries.
  • Customer satisfaction ratings based on support interactions.
  • Ensure seamless onboarding and successful adoption of our software solutions for new customers, facilitating their transition with efficiency and effectiveness.
  • Contribution to product improvement based on customer feedback.

What Skills and Experience Should You Bring:

• Bachelors Degree or equivalent in Civil Engineering or similar.
• Excellent interpersonal and communication skills to effectively collaborate with diverse teams, customers, and stakeholders.
• Professional experience using Tekla Structures.
• Experience in implementing BIM adoption across different BIM authoring tools and collaborative technology.
• Extensive experience in the construction industry with a strong understanding of industry practices and challenges.
• Fluent in written and spoken English and Malay.
• Strong problem-solving abilities and communication skills.
• Patience, organization, and multitasking abilities.
• Self-motivation with the capacity to work independently and within a team-based environment.
• Service-minded, precise, diligent, and schedule-oriented.

What Skills and Experience Could You Bring:

• Strong customer-centric mindset, passion for customer service and satisfaction.
• Experience in software development or API programming for Tekla Structures.
• Systematic and organized working approach.
• Ability to work effectively with individuals from diverse cultures and backgrounds.
• Willingness to grow, tackle new challenges, learn new skill sets and explore innovative methods.

About the Structures Division

The Structures division at Trimble Solutions Corporation provides the construction industry with Tekla Building Information Modelling (BIM) and structural design and analysis software solutions that are at the core of the construction workflow. The solutions allow customers to achieve greater competitive edge through improved collaboration, efficiency and accuracy. Tekla tools are used for realising projects around the world from housing and skyscrapers to oil rigs and bridges.

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.