Technical Support Analyst

Trimble • Westminster, CO

1d • $19 - $29

About The Position

Are you passionate about delivering exceptional customer experiences? If you're someone who thrives on making a positive impact and building strong customer relationships, we want to hear from you. What You Will Do As a Technical Support Analyst, you will be a driving force behind exceptional customer support. We're looking for someone dedicated to ensuring daily high levels of customer satisfaction, recognizing its crucial role in our success. As a vital team member, you'll utilize your strong communication skills to provide top-notch support via phone and email. In this role, you'll resolve client incidents, showcasing your expertise across various systems, applications, and support procedures. You'll actively pursue solutions to complex problems, continuously enhancing your knowledge base. A collaborative team player, you'll thrive on motivation and solutions, contributing to our collective success. Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score) Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem Work cross organizationally to ensure problems are solved promptly and effectively Communicates highly technical information to both technical and nontechnical personnel Minimize issue resolutions timeframes through case aging metrics Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required) Understand customer requirements and level of adoption with the e-Builder product

Requirements

• Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering
• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications
• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with e-Builder applications and procedures
• Excellent Windows, network, and web browser troubleshooting skills.
• Experience using and troubleshooting SQL, XML, HTML, Scripting
• Demonstrated success performing 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
• Experience working with a CRM casing software – preferably Salesforce
• Experience writing bugs and using Jira/Confluence
• Understanding of programming and reporting tools functionality and capabilities
• Experience developing reports to analyze data trends and proposing meaningful conclusions
• Experience with troubleshooting and reviewing software logs

Responsibilities

• Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)
• Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem
• Work cross organizationally to ensure problems are solved promptly and effectively
• Communicates highly technical information to both technical and nontechnical personnel
• Minimize issue resolutions timeframes through case aging metrics
• Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)
• Understand customer requirements and level of adoption with the e-Builder product

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees