Customer Support 2

Trimble Uk; United States; Hybrid; USD 50,000 - 70,000; Full time

Job summary

Trimble AECO is seeking a Technical Support Representative to deliver exceptional customer service and resolve technical challenges via email and phone. You will act as a trusted advisor, guiding customers with clear explanations, tutorials, and best practices, while maintaining a friendly, empathetic demeanor.

You will handle diverse inquiries, document cases thoroughly, and strive to improve customer self-sufficiency across Trimble products.

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 to meet diverse customer needs.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication skills including active listening, empathy and patience.
• Time management and prioritization skills.
• Attention to detail and documenting case notes.
• Able to stay composed in high-pressure situations.
• Troubleshooting to diagnose and resolve technical issues.
• Comfortable working in a remote environment with occasional in-office meetings.

Responsibilities

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.
• Actively listen to customer concerns and ask clarifying questions.
• Review all customer communication in plain language and seek feedback.
• Provide quick responses to ~25 emails and ~10 phone requests per day.
• Proactively manage queues and backlogs to meet SLAs.
• Document customer interactions and troubleshooting steps for each case.
• Record cases from all channels: phone, chat, email, queues.
• Assist customers with account and subscription management, refunds, and product issues.
• Apply knowledge base content to escalate requests effectively.
• Follow prescribed communication and incident protocols.
• Refresh knowledge through ongoing training.

Skills

Bachelor's degree

2+ years support

Customer focus

Technical proficiency

Active listening

Time management

Troubleshooting

Remote work

Education

Bachelor's Degree or equivalent experience in a customer solution environment

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.

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