Customer Support 2
About The Position
As a Technical Support Representative in Trimble’s AECO Customer Experience division, you will deliver timely technical support by email and phone, helping customers turn technical challenges into positive experiences. You will act as a trusted advisor and problem solver, offering friendly, empathetic assistance and helping customers become more self-sufficient through tips, tutorials, and best practices. The position supports customers with Trimble product, account, and subscription questions, including billing and invoicing, account authorization, entitlement management, downloads and installation, product extensions, crash identification, and bug tracking. You will document customer interactions across phone, chat, email, and queues; manage requests and backlogs; use knowledge-base content and other resources to assess and resolve issues or qualify escalations; follow communication and incident protocols; and maintain product and system knowledge through training and continuing education. The role is suitable for someone comfortable working remotely, with occasional in-office meetings.
Requirements
- Bachelor’s degree or equivalent experience in a customer solution environment.
- Two years of experience supporting customers via chat, email, and phone.
- Customer-focused approach, tailoring interactions and solutions to the needs of a diverse customer base.
- Technical proficiency and familiarity with computer systems, software, and Google Suite.
- Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication to different audiences.
- Time-management and prioritization skills for high-quality, time-sensitive customer communications.
- Attention to detail when discovering issues and documenting case notes.
- Ability to maintain composure and professionalism in high-pressure situations.
- Troubleshooting skills to identify, diagnose, and resolve technical issues.
- Comfort working remotely, with occasional in-office meetings.
Nice To Haves
- Background in Engineering, Architecture, Design, or User Experience.
- Customer Support Center experience.
- Experience with multiple operating systems, such as Windows, Android, iOS, and Microsoft.
- Familiarity with customer support software, ticketing systems, and remote support tools.
Responsibilities
- Engage with customers in a friendly, empathetic, and professional manner; listen actively, ask clarifying questions, and build trust.
- Review customer communications thoroughly, use plain language, and seek feedback to ensure clear communication.
- Respond to approximately 25 email requests and 10 phone requests per day to help meet team SLAs.
- Manage individual queues and backlogs, resolving aging requests and maintaining an efficient workflow.
- Document each customer interaction, including contact information, the customer’s experience of the issue, and troubleshooting steps.
- Document customer cases originating from phone calls, chats, emails, and queues.
- Assist customers with account and subscription management, process refunds, and handle technical issues involving billing and invoicing, account authorization, entitlement management, downloads and installation, product extensions, crash identification, and bug tracking.
- Use relevant knowledge-base content and other resources to qualify customer requests for escalation.
- Follow communication and incident protocols and promptly share information with appropriate channels when needed.
- Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
Benefits
- Medical, dental, and vision insurance.
- Life and disability benefits.
- Time-off plans and retirement plans.
- Tax savings plans for health, dependent care, and commuter expenses (offered by most businesses).
- Paid Parental Leave.
- Employee Stock Purchase Plan.
