Remote Technical Support Specialist

Trimble Inc.; Salem (OR); Hybrid; USD 22,000 - 27,000; Full time

Job summary

Trimble Inc. is seeking a Technical Support Representative to deliver outstanding customer service for AECO customers. You will troubleshoot, guide users, and resolve problems via email and phone, while helping customers become more self-sufficient with Trimble products.

You will work remotely with occasional in-office meetings, support account management, refunds, and product entitlements, and maintain knowledge of product updates to assist diverse users.

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 tailor interactions and solutions.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication, including active listening, empathy and patience.
• Time management and prioritization for time-sensitive communications.
• Attention to detail and documenting case notes accurately.
• Able to maintain composure during high-pressure situations.
• Troubleshooting skills to diagnose and resolve issues quickly.
• 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 communications using plain language and seek feedback to ensure understanding.
• Provide quick responses to ~25 emails and ~10 phone requests per day.
• Proactively manage queues and backlogs to ensure timely handling.
• Document customer interaction for each case with details and steps taken.
• Document cases for requests from all channels: phone, chats, emails, queues.
• Assist with account/subscription management, refunds, and product issues.
• Handle billing, invoicing, entitlement management, downloads, and extensions.
• Identify crashes, track bugs, and escalate with knowledge-base support.
• Apply knowledge base resources to qualify escalation of requests.
• Adhere to incident protocols and communicate updates to relevant channels.
• Maintain knowledge of products, promotions and systems through ongoing training.

Skills

Bachelor's Degree or equivalent

2 years experience supporting via chat

Customer-focused approach

Technical proficiency with computer &

Google Suite proficiency

Excellent communication skills

Time management & prioritization

Attention to detail

Maintaining composure under pressure

Troubleshooting skills

Remote-friendly with in-office when

Education

Bachelor's Degree or equivalent experience

Tools

Google Suite

Job description

Trimble Inc. is seeking a Technical Support Representative to deliver outstanding customer service for AECO customers. You will troubleshoot, guide users, and resolve problems via email and phone, while helping customers become more self-sufficient with Trimble products.

You will work remotely with occasional in-office meetings, support account management, refunds, and product entitlements, and maintain knowledge of product updates to assist diverse users.