Technical Support Representative

Trimble is recruiting for a Customer Support Representative to fill an opportunity in India.

Job Summary:

The Customer Support Representative is responsible for providing product support, training and system acceptance testing at multiple tier levels for both internal and external groups. This includes Distribution Partners and Trimble end customers globally. The daily responsibilities require self management to complete a variety of tasks including; complex problem solving, troubleshooting beyond written scripts and highly detailed documentation of both support and testing results.

Products supported (but not limited to) include; VisionLink Fleet Management, Trimble Connect, Trimble SketchUp, Trimble Access, Trimble Business Center, Geospatial licensing and general business systems. Will become domain experts in several specialties and be used as subject matter expert on cases worked within given skillsets often providing guidance to peers. On occasion the Customer Support Representative will be called upon to lead product meetings where they will share support analytics to the internal customers including defects, enhancements, support performance, and customer satisfaction with the goal of driving swift customer resolutions.

Success in this position involves the timely maintenance of all technical support and related issues to reduce company costs and customer dissatisfaction. Must be capable of completing and managing daily requirements and assigned projects independently.

Travel requirements are expected to be 5% or less.

Key Responsibilities:

• Provide advanced technical support on problems of diverse scope, where analysis of data requires evaluation of identifiable factors

• Provide fast and efficient technical support in assigned areas across multiple Trimble Divisions

• Capable of walking customers through workflows and training using phone or remote access tools

• Create technical notes and documentation on teams workflows and processes

• Field end user calls, providing support or direct users to their respective Trimble Distribution Partner

• Responsible for generating software codes (upgrade, demo) when requested by internal Trimble teams

• Data and account set up review to investigate and resolve licensing issues (Oracle)

• Ability to work shifts if required

• Other duties as assigned

Skills & Experience Required:

• Strong troubleshooting and analytical skills

• Capable of working independently and in a team-based environment

• Computer literacy and competency

• Effective decision-making, planning, communication, and collaborative problem solving

• Must be fluent in English with the ability to articulate thoughts verbally and in written form in a professional and organized manner.

• Proven ability to achieve results.

• Potential for nontraditional work hours

• Minimum 2 years customer support experience

• Existing knowledge in geospatial or construction industry a plus

• Familiarity with SalesForce or other similar CRM software and Oracle a plus

Information to Review:

The following links are recommended in order to better your understanding of Trimble, and the products available within this particular division.

• Trimble
  

Videos to Review:

• Trimble: Innovation at its best

• Trimble: A History of Outstanding Innovations