Remote Technical Support Specialist

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

Benefits offered by this job

Medical, Dental, Vision, Life

Time off plans

Retirement plans

Employee Stock Purchase Plan

Job summary

Trimble is seeking a Technical Support Representative to provide exceptional customer service for technical challenges via email and phone. You will resolve issues, guide customers through troubleshooting, and help them become more self-sufficient with Trimble products.

Responsibilities include handling 25 email and 10 phone requests daily, managing queues, documenting cases, and assisting with account and subscription management. Remote work with occasional in-office meetings is supported.

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 ensuring tailored interactions for diverse customers.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication skills with active listening, empathy, and patience.
• Able to manage time and prioritize in high-pressure situations.
• Ability to document case notes with attention to detail.

Responsibilities

• 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 customers’ issues.
• Review customer communications clearly and use plain language; request feedback for understanding.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to meet SLAs.
• Proactively manage queues and backlogs to ensure timely handling.
• Document customer interactions for each case including contact and troubleshooting steps.
• Assist customers with account and subscription management, refunds, and technical issues related to Trimble Products.
• Apply knowledge base content to efficiently qualify escalation of requests.
• Follow prescribed communication and incident protocols and communicate updates as required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training.

Skills

Customer-focused

Active listening

Communication

Time management

Troubleshooting

Remote work readiness

Education

Bachelor’s degree or equivalent experience

Tools

Google Suite

Ticketing systems

Remote support tools

Job description

Trimble is seeking a Technical Support Representative to provide exceptional customer service for technical challenges via email and phone. You will resolve issues, guide customers through troubleshooting, and help them become more self-sufficient with Trimble products.

Responsibilities include handling 25 email and 10 phone requests daily, managing queues, documenting cases, and assisting with account and subscription management. Remote work with occasional in-office meetings is supported.