Field Technical Support
About The Position
We are seeking a highly competent individual to join us as a Technical Support Engineer. You'll work with clients of all ability levels, solving technical problems and answering questions on how to use the software. Trimble B2W is looking for people like you to join our highly skilled and talented group. Support will be given through phone, e-mail, and screen sharing sessions. The ideal candidate will have exceptional presentation and problem-solving skills, a strong phone presence, poise in challenging situations, and the energy and ambition to take ownership of every customer interaction.
Requirements
- College degree in a field suitable to the role
- Experience working in similar role and environment
- Solid knowledge of relational database concepts
- Highly motivated self-educator
- Natural troubleshooting instincts
- Telephone support experience and/or a background in technical training
- Expertise with Microsoft Windows desktop and server operating systems, including experience with Microsoft networking
- Expertise with Google products
- Excellent verbal, written, and problem-solving skills
- Strong communication and interpersonal skills that demonstrate the ability to interact effectively with a wide variety of personalities both inside and outside of the company
- Ability to understand customer concerns, to take ownership of those concerns, and utilize the necessary resources to resolve those concerns
Responsibilities
- Provide telephone and Internet support to customers with questions or issues related to configuration/setup, product functionality, performance, and hosted software services.
- Troubleshoot and solve technical issues, including system performance, permissions, data inconsistency, and application errors.
- Assist customers with software upgrades, migration, and transformation.
- Monitors, tracks, and documents customer support calls and activities in the CRM system.
- Develops Knowledge Base articles to document troubleshooting steps and standard solutions to frequent calls for use by customers and peers.
- Assist other departments with technical issues.
- Participates in monthly meetings with management in regard to departmental improvements
- Maintains a well-organized case list and adheres to documentation rules for every client interaction
- Owns every issue they touch, researching difficult issues and appropriately handling escalations as needed
- Stays alert to trends, patterns, or sensitive issues and communicates them to the team
- Effectively document issues/feedback from customers for use by Development in research and resolution of defects.
Benefits
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
