Technical Support Representative
About The Position
The Technical Support Representative is a frontline problem solver on Trimble’s AECO Customer Experience team, helping architecture, engineering, and construction professionals resolve software and technical challenges. The role diagnoses issues, shares product best practices, and helps customers build confidence and self-sufficiency when using Trimble products. Support is provided through phone, email, and chat. The representative addresses issues involving installations, account entitlements, product extensions, and bug tracking; provides actionable tips, tutorials, and workflows; and works with cross-functional teams to escalate critical incidents and improve knowledge base resources. The position is remote, with occasional in-office meetings, and has a 0%–5% travel requirement.
Requirements
- Proven experience delivering technical customer solutions through omnichannel support, including phone, email, and chat.
- Strong technical aptitude with modern computer systems, operating environments, and collaborative software tools.
- Clear, empathetic communication skills and the ability to explain technical concepts in simple language.
- Resourceful troubleshooting and problem-solving abilities.
- Organized case documentation habits.
Nice To Haves
- Familiarity with ticketing platforms, remote support tools, or customer support center environments.
- Background or interest in engineering, architecture, design, or user experience (UX).
- Experience working across multiple operating systems, including Windows, iOS, and Android.
Responsibilities
- Partner with customers by phone, email, and chat to diagnose and resolve technical challenges with empathy and expertise.
- Provide actionable tips, tutorials, and workflows that improve users’ confidence and daily productivity with Trimble products.
- Resolve issues related to installations, account entitlements, product extensions, and bug tracking.
- Collaborate with cross-functional teams to escalate critical incidents.
- Continuously refine knowledge base resources.
Benefits
- Medical, dental, vision, 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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
