Technical Success Architect

Platform Science

2d•Remote

About The Position

The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation product and TMS solutions for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.

Requirements

Bachelor’s Degree or equivalent experience in a technology related field
2+ years of experience working in software and hardware troubleshooting or development capacity
Demonstrated success with root cause analysis
Excellent communication skills via phone, verbal, and written
Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude

Nice To Haves

Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers
Experience working with a CRM casing software
Experience troubleshooting mobile or wireless Communications
Experience with the System Development Life Cycle (SDLC)
Experience using and troubleshooting SQL, XML, HTML, Scripting
Experience writing bugs and using Jira/Confluence
Experience developing reports to analyze data trends and proposing meaningful conclusions
Experience with troubleshooting and reviewing device logs
Operations experience in transportation industry

Responsibilities

Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
Communicating with customers via inbound/outbound calls, emails, casework, and chats
Ensure individual and team SLA’s/KPI’s are maintained and on track
Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences
Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
Prioritize inbound cases and requests based on severity and customer impact
Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities
Collaborate on documentation creation needed for internal cross functional teams