Customer Support

Trimble Uk; United States; Hybrid; USD 48,000 - 72,000; Full time

Job summary

Trimble is seeking a Technical Support Representative to deliver exceptional customer service for AECO product users. You will solve technical challenges and guide customers via email and phone, with a focus on clear communication and rapid resolution.

Ideal candidates have 2+ years in customer support, experience with Google Suite, and strong problem-solving skills. This role supports a remote-friendly environment with occasional in-office meetings and is based in the United States.

Qualifications

• Bachelor's degree or equivalent experience in a customer solution environment.
• 2 years of experience supporting customers via chat, email, and phone.
• Strong customer-focused approach for diverse customer base.
• Proficient with computer systems, software, and Google Suite.

Responsibilities

• Engage with customers empathetically to establish rapport and trust.
• Listen to customer concerns and ask clarifying questions.
• Review communications in plain language and resolve issues.
• Handle ~25 emails and ~10 phone requests daily to meet SLAs.
• Document all interactions and troubleshooting steps.
• Escalate when needed following incident protocols.
• Assist with account management, refunds, and product issues.

Skills

Customer-focused

Technical proficiency

Google Suite

Active listening

Empathy

Time management

Documentation

Remote work

Education

Bachelor's degree

Tools

Ticketing systems

Remote support tools

Windows

Android

iOS

Microsoft

Job description

Your Title: Technical Support Representative
Our Division: AECO Customer Experience
Job Level: All C2's, P2's, and T2's.

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 Aff

Compensation: Trimble provides the following compensation range and gen