Remote Technical Support Specialist

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

Benefits offered by this job

Medical, Dental, Vision

Time off

Employee Stock Purchase Plan

Flexible work arrangement

Job summary

Trimble Inc. in Oregon seeks a Technical Support Representative to deliver exceptional customer service for Trimble products via email and phone, with a focus on helping users become more self-sufficient through tips and best practices.

You will document interactions, manage cases across channels, and assist with account management, refunds, and product issues. The role requires a Bachelor’s degree or equivalent and 2 years of customer support experience, with remote work and occasional

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 for diverse customer base.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication, active listening, empathy and patience.
• Strong time management and prioritization for timely communications.
• Attention to detail in issue discovery and case notes.
• Ability to stay composed in high-pressure situations.
• Troubleshooting to diagnose and resolve technical issues.

Responsibilities

• Engage with customers in a friendly, empathetic and professional manner to build trust.
• Use plain language to review communications and confirm understanding.
• Provide quick responses to ~25 emails and ~10 phone requests daily.
• Proactively manage queues and backlogs to ensure timely handling.
• Document customer interactions for each case with details and steps.
• Document cases for requests from all channels: phone, chat, email, queues.
• Assist customers with account and subscription management, refunds, and tech issues.
• Apply knowledge base content to escalate requests efficiently.
• Adhere to communication and incident protocols for swift information dissemination.
• Maintain and refresh knowledge of products and systems through training.

Skills

Customer-focused communication

Active listening

Technical troubleshooting

Time management

Documentation

Remote work adaptability

Education

Bachelor’s Degree or equivalent experience

Tools

Google Suite

Ticketing systems

Remote support tools

Job description

Trimble Inc. in Oregon seeks a Technical Support Representative to deliver exceptional customer service for Trimble products via email and phone, with a focus on helping users become more self-sufficient through tips and best practices.

You will document interactions, manage cases across channels, and assist with account management, refunds, and product issues. The role requires a Bachelor’s degree or equivalent and 2 years of customer support experience, with remote work and occasional