Application Customer Support

Trimble Inc.-posted 16 days ago
$19 - $24/Yr
Full-time • Mid Level
Lake Oswego, OR
1,001-5,000 employees
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Are you a software-savvy person passionate about troubleshooting and fixing problems? Do you like to be part of a core team that works directly with customers and solves their critical problems live? The Application Support Specialist serves as primary support liaison between the company and the customer and is responsible for resolving complex customer-related software issues associated with the use of Viewpoint’s construction accounting and project management software, as well as other point solutions. This includes supporting customers using AI-driven product features and leveraging AI-powered tools to enhance support efficiency and effectiveness.

  • Assists customers with use of Viewpoint software core product(s) and point-solutions: Vista, Procontractor, and Spectrum.
  • Monitors, tracks, and documents customer support calls and related activities in a CRM system.
  • Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.
  • Utilize internal AI-powered tools to analyze customer issues and expedite problem resolution.
  • Develops content for an AI based case resolution solution to assist customers with common questions and problems.
  • Serves as an on-call resource for International calls as part of normal department rotation, as assigned.
  • Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and remain expert on current product knowledge both from an internal and from a user perspective.
  • Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.
  • Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.
  • Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
  • Demonstrates a basic understanding of AI agents and their usage.
  • Has a willingness to think outside the box in regards to how AI tools can be used to make case handling quicker and more efficient.
  • Bachelor’s degree, preferably with an emphasis in business, accounting or other relevant discipline or relevant experience.
  • Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
  • Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
  • If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.
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