Remote Technical Support Specialist

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

Job summary

Trimble Inc. is seeking a Technical Support Representative for the AECO Customer Experience division. You will deliver exceptional customer service, guiding users through technical challenges via email and phone, and helping them become more self-sufficient with Trimble products.

You will handle 25 email and 10 phone requests daily, manage queues, document cases, and contribute to a knowledgeable, empathetic support experience. Remote work with occasional in-office meetings is expected.

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 tailors interactions to diverse customers.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication, active listening, empathy, and patience.
• Time management and prioritization in fast-paced settings.
• Comfortable working remotely with occasional in-office meetings.
• Troubleshooting skills to diagnose and resolve technical issues.

Responsibilities

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.
• Review customer communications using plain language to ensure understanding.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to meet SLAs.
• Manage queues and backlogs, addressing aging requests for timely handling.
• Document customer interactions for each case with contact info and troubleshooting steps.
• Document cases from all channels: phone, chat, emails, queues.
• Assist with account and subscription management, refunds, and technical issues related to Trimble products.
• Apply knowledge base content to efficiently escalate requests and ensure proper communication channels.

Skills

Active listening

Empathy

Excellent communication

Time management

Troubleshooting

Remote work adaptability

Google Suite

Education

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

Tools

Ticketing systems

CRM software

Remote support tools

Job description

Trimble Inc. is seeking a Technical Support Representative for the AECO Customer Experience division. You will deliver exceptional customer service, guiding users through technical challenges via email and phone, and helping them become more self-sufficient with Trimble products.

You will handle 25 email and 10 phone requests daily, manage queues, document cases, and contribute to a knowledgeable, empathetic support experience. Remote work with occasional in-office meetings is expected.