Remote Technical Support Specialist

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement plans

Paid parental leave

Employee stock purchase plan

Job summary

Trimble Inc. is seeking a Technical Support Representative to deliver exceptional customer service for AECO product users. You will resolve technical issues via email and phone, acting as a trusted advisor and helping customers become more self-sufficient.

The role requires 2+ years in a customer-support environment, a Bachelor’s degree or equivalent, and comfort working remotely with occasional in-office meetings. Trimble offers comprehensive benefits and a competitive hourly pay range.

Qualifications

• Bachelor’s degree or equivalent experience in a customer solution environment.
• 2+ years supporting customers via chat, email, and phone.
• Familiarity with Google Suite.
• Ability to work effectively 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.
• Review communications using plain language and request feedback to ensure effective communication.
• Manage approximately 25 email requests and 10 phone requests per day to meet team SLAs.
• Proactively manage individual queues and backlogs, addressing aging requests for timely handling.
• Document customer interactions and troubleshooting steps for each case.
• Document cases from all channels: phone, chats, emails, queues.
• Assist customers with account and subscription management, refunds, and technical issues (billing, entitlements, downloads, extensions, crash/bug tracking).
• Apply knowledge base content to escalate requests efficiently.
• Follow incident protocols and communicate with appropriate channels as required.
• Maintain knowledge of products and internal systems through training.

Skills

Bachelor’s Degree

2+ years experience

Customer focus

Technical proficiency

Excellent communication

Time management

Attention to detail

Troubleshooting

Remote work

Tools

Google Suite

Job description

Trimble Inc. is seeking a Technical Support Representative to deliver exceptional customer service for AECO product users. You will resolve technical issues via email and phone, acting as a trusted advisor and helping customers become more self-sufficient.

The role requires 2+ years in a customer-support environment, a Bachelor’s degree or equivalent, and comfort working remotely with occasional in-office meetings. Trimble offers comprehensive benefits and a competitive hourly pay range.