Technical Customer Support Professional

Trimble; Princeton (NJ); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Technical Customer Support professional to join their AECO team. This remote role involves resolving complex technical issues and providing exceptional support for advanced software platforms. Candidates should have a strong background in the Steel Fabrication industry, particularly with Tekla PowerFab and Tekla Structures. The company values diversity and is committed to creating an inclusive environment where every team member can thrive. If you're passionate about technology and customer service, this is a fantastic opportunity to make a significant impact.

Qualifications

• 3+ years of experience with Tekla PowerFab.
• 1+ year of experience with Tekla Structures.

Responsibilities

• Provide technical support via email, phone, and remote methods.
• Resolve technical inquiries related to Tekla products.

Skills

Tekla PowerFab

Steel Fabrication/Detailing

Tekla Structures

Tools

TeamViewer

Trimble Connect

Job description

Job Title:

Technical Customer Support

Job Location:

Remote - Mexico

Our Division:

Trimble AECO

About the Role

We are seeking a Technical Customer Support professional to join the AECO team. This role requires high technical proficiency and the ability to resolve complex technical issues. Support requests beyond the scope of Tier II will be escalated to Tier III, which demands extensive industry knowledge and advanced expertise in our software platform.

What You Will Do

• Represent company values to clients
• Provide technical support via email, phone, and remote methods (e.g., TeamViewer)
• Resolve technical inquiries related to Tekla PowerFab, Tekla PowerFab Go, and Trimble Connect
• Deliver advanced support requiring in-depth software and industry expertise
• Assist with escalated Tier I and Tier II cases
• Remain active in the phone support queue during work hours
• Proactively manage cases from the main support queue

Secondary Responsibilities

• Participate in internal training to expand knowledge
• Address licensing issues across Tekla Structures, Tekla PowerFab, Tekla PowerFab Go, Model Sharing, and Trimble Connect
• Assist with Tekla Online Account Setup
• Resolve Trimble Identity issues
• Troubleshoot basic Trimble Connect usage issues

Skills & Experience Required

• 3+ years of experience with Tekla PowerFab
• 3+ years of experience in the Steel Fabrication/Detailing industry
• 1+ year of experience with Tekla Structures

Our Commitment to Diversity and Inclusion

We believe in celebrating differences. Our diversity strengthens us. We actively participate in opportunities to be inclusive and are committed to diversity, equity, and inclusion. We strive to create a community where everyone feels seen, heard, welcomed, and that they belong, regardless of who they are or where they come from.