Customer Support

Trimble Inc.; Florida; Hybrid; USD 22,000 - 27,000; Full time

Job summary

Trimble Inc. is seeking a Technical Support Representative for the AECO Customer Experience division.

You will deliver exceptional customer service, act as a trusted advisor, and resolve technical issues via email and phone, guiding users to self-sufficiency with tips and best practices. You will manage diverse customer inquiries, document interactions, handle billing and entitlement tasks, and escalate where required while maintaining a positive, professional demeanor in a remote/hybrid

Qualifications

• Bachelor’s Degree or equivalent experience in a customer solution environment.
• 2 years of experience supporting customers via chat, email, and phone.
• Customer-focused approach that tailors interactions to diverse customers.
• Technical proficiency with computer systems and Google Suite.
• Excellent communication skills, including active listening, empathy, and patience.
• Time management and prioritization for timely customer communications.
• Attention to detail in issue discovery and documenting case notes.
• Able to maintain composure in high-pressure situations.
• Troubleshooting skills to diagnose and resolve technical issues.

Responsibilities

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.
• Review all customer communication for clarity and understanding, and solicit feedback to ensure effective communication.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to meet SLAs.
• Proactively manage queues and backlogs, resolving aging requests for timely handling.
• Document customer interactions for each case, including contact information and troubleshooting steps.
• Document cases for requests from calls, chats, emails, and queues.
• Assist customers with account and subscription management, refunds, and technical issues related to Trimble products including billing, account authorization, entitlement management, download/installation, product extensions, crash ID, and bug tracking.
• Apply knowledge base content and resources to escalate requests efficiently.
• Follow incident protocols and ensure timely dissemination of information to appropriate channels.
• Maintain and refresh knowledge of products, promotions, and internal systems through training.

Skills

Customer service

Active listening

Empathy

Communication skills

Troubleshooting

Time management

Remote work

Education

Bachelor’s Degree or equivalent

Tools

Google Suite

Ticketing systems

Remote support tools

Job description

Your Title:

Technical Support Representative

Our Division:

AECO Customer Experience

Job Level:

All C2’s, P2’s, and T2’s.

Do you thrive on turning technical challenges into positive customer experiences?

Role Overview

As a Technical Support Representative, you will deliver exceptional customer service 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 meet our customers where they are at by providing a friendly experience, while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self-sufficient Product users.

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 and handle technical issues related to Trimble Products:
  • Billing and invoicing
  • Account authorization
  • Entitlement management
  • Download and installation
  • Product Extensions
  • Crash identification
  • 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.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

What Skills & Experience You Should Bring

• Bachelor’s 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
• Comfortable working in a remote environment, with occasional in-office meetings

What Skills & Experience You Could Bring

• Background in Engineering, Architecture, Design, or User Experience.
• Customer Support Center Experience
• Experience in multiple operating systems, such as Windows, Android, iOS, and Microsoft
• Familiarity with customer support software, ticketing systems, and remote support tools

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 is proud to be an Equal Opportunity and Affi­? and consider qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under Governance->Governance Documents.

Compensation

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.

Hiring Range

$15.96–$19.95

Pay Rate Type

Hourly

Bonus Eligible?

No

Commission Eligible?

No

Benefits

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. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

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