Technical Customer Support

Job Description

Title: Technical Customer Support Representative Location: Tempe, AZ Department: Trimble Construction LogisticsOur CompanyTrimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity, and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming a broad range of industries such as agriculture, construction, geospatial, and transportation and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.comAbout Trimble Construction Logistics Construction bulk material delivery fleets of vehicles need solutions that track, schedule, route, communicate, and respond in real time. Trimble offers management solutions to help you deliver high-quality, on-time service, while reducing costs, improving performance, and customer satisfaction.Trimble Construction Logistics provides tailored and scalable construction bulk materials fleet management solutions featuring automatic, accurate real-time vehicle position, and status. Position Overview:
The Technical Customer Support Representative is responsible for technical analysis and problem resolution of customer trouble cases. They are the first point of contact for troubleshooting, resolution, and training of the Construction Logistics software and hardware solutions.
Primary Responsibilities:

• Receive inbound client inquiries via phone, email, or CRM system and follow defined processes for managing support cases through resolution
• Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations
• Maintain regular client communication through issue resolution
• Develop and maintain expert knowledge on Trimble Construction Logistics products, tools and solutions, including known limitations and workarounds that can be effectively utilized to solve reported problems
• Adhere to support tracking/classifying and service-level enforcement processes
• Partner with the different groups (Operations, Field Service, engineering and product management) to resolve customer issues.
• Function with a high level of customer centricity and act as an advocate for the customer
• Improve quality of support performance by creating and updating procedures pertaining to Construction Logistics product lines.
• Able to perform with minimal supervision

Minimum Qualifications:

• Android and IOS configuration and troubleshooting experience
• Mobile Device Management experience (SOTI MobiControl preferred)
• Experience with Microsoft Office and Google Suite of products
• Strong background in Computer Science, Networking, Wireless networking and/or Database Administration
• Experience using Salesforce.com
• Excellent verbal and written communication skills
• At least one year of experience in technical support or customer service with an emphasis in networking, database, and or desktop support
• Associate Degree or BA / BS in Computer related fields, or equivalent technical experience.
• Fluency in Spanish is required

Preferred Skills:

• Self-motivated, with a proven ability to learn quickly, multi-task and work well as part of a team
• Excellent organizational, time management, and follow up skills
• Construction industry knowledge

Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
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