Remote Technical Support Specialist - Customer Experience

Trimble Uk; United States; Hybrid; USD 50,000 - 70,000; Full time

Job summary

Trimble AECO is seeking a Technical Support Representative to deliver exceptional customer service and resolve technical challenges via email and phone. You will act as a trusted advisor, guiding customers with clear explanations, tutorials, and best practices, while maintaining a friendly, empathetic demeanor.

You will handle diverse inquiries, document cases thoroughly, and strive to improve customer self-sufficiency across Trimble products.

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 meet diverse customer needs.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication skills including active listening, empathy and patience.
• Time management and prioritization skills.
• Attention to detail and documenting case notes.
• Able to stay composed in high-pressure situations.
• Troubleshooting to diagnose and resolve technical issues.
• 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 all customer communication in plain language and seek feedback.
• Provide quick responses to ~25 emails and ~10 phone requests per day.
• Proactively manage queues and backlogs to meet SLAs.
• Document customer interactions and troubleshooting steps for each case.
• Record cases from all channels: phone, chat, email, queues.
• Assist customers with account and subscription management, refunds, and product issues.
• Apply knowledge base content to escalate requests effectively.
• Follow prescribed communication and incident protocols.
• Refresh knowledge through ongoing training.

Skills

Bachelor's degree

2+ years support

Customer focus

Technical proficiency

Active listening

Time management

Troubleshooting

Remote work

Education

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

Tools

Google Suite

Ticketing systems

Remote support tools

Job description

Trimble AECO is seeking a Technical Support Representative to deliver exceptional customer service and resolve technical challenges via email and phone. You will act as a trusted advisor, guiding customers with clear explanations, tutorials, and best practices, while maintaining a friendly, empathetic demeanor.

You will handle diverse inquiries, document cases thoroughly, and strive to improve customer self-sufficiency across Trimble products.