Remote Technical Support Specialist

Trimble Inc.

Tallahassee (FL)

Hybrid

USD 22,000 - 27,000

Full time

7 days ago

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Benefits offered by this job

Medical

Dental

Vision

Life

Disability

Time off plans

Employee Stock Purchase Plan

Job summary

Trimble Inc. is seeking a Technical Support Representative to deliver outstanding customer service for AECO products. You will resolve technical issues via email and phone, act as a trusted advisor, and help customers become more self-sufficient by sharing tips and best practices.

The role emphasizes empathy, clear communication, accurate documentation, and collaboration with cross-functional teams to meet SLAs, with opportunities to grow knowledge of Trimble products and deployment workflows.

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 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.

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 our customers' technical issues.
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.