Customer Support

Trimble Inc. • US - Remote, FL, FL

20h • $16 - $20 • Remote

About The Position

The Technical Support Representative delivers exceptional customer service to customers experiencing technical challenges. This role serves as a trusted advisor and problem solver, providing timely, effective support by email and phone and helping customers become more self-sufficient through tips, tutorials, and best practices. The representative supports account and subscription needs, processes refunds, and troubleshoots technical issues related to Trimble products. The role is in the AECO Customer Experience division and is described as suitable for all C2, P2, and T2 job levels.

The representative handles customer requests across phone calls, chats, emails, and queues; documents interactions and troubleshooting steps; manages queues and backlogs; and uses available knowledge resources to resolve requests or qualify escalations. The position also requires maintaining product and internal-system knowledge through training and continuing education. It is suited to someone comfortable working remotely, with occasional in-office meetings.

Requirements

• Bachelor’s degree or equivalent experience in a customer solution environment.
• At least 2 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 to deliver high-quality, time-sensitive customer communications.
• Attention to detail when discovering issues and documenting case notes.
• Ability to remain composed and professional 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 to concerns, ask clarifying questions, and build trust.
• Review customer communications thoroughly, communicate in plain language, and seek feedback to ensure understanding.
• Respond to approximately 25 email requests and 10 phone requests per day to help meet team service-level agreements.
• Manage individual queues and backlogs, resolving aging requests and maintaining an efficient workflow.
• Document each customer interaction, including contact information, the issue as experienced by the customer, and troubleshooting steps.
• Document customer cases originating from phone calls, chats, emails, and queues.
• Assist with account and subscription management and process refunds.
• Resolve technical issues involving billing and invoicing, account authorization, entitlement management, downloading and installation, product extensions, crash identification, and bug tracking.
• Use relevant knowledge-base content and other resources to qualify customer requests for escalation when appropriate.
• Follow communication and incident protocols and share information with appropriate channels when required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Benefits

• Medical, dental, and vision benefits.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level