Technical Support Analyst TM

Job Description

Title: Technical Support Analyst
Location: Langley, BC
Department: Professional Services
Our Company Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations. Position Purpose Under general direction, ensures uninterrupted service through identification and problem resolution in a client/server environment. Requires strong knowledge of software and desktop processing/operating systems to enable them to work at the highest level of support. Competent to handle complex problems concerning systems operations. Confers with Sr. Client Operations Support Analysts in the event fixes and/or coding changes are required. Provides outstanding service and solutions to clients via telephone, email and web-based applications, through the handling of customer issues related to the supporting, upgrading, and usage of TruckMate Software. Tasks range from answering questions on function and usage of our software product to technical SQL database troubleshooting and SQL database report generation. Position Accountabilities

• Provide post software implementation support and upgrade activities to TruckMate System Customers
• Facilitates timely and accurate resolution of highly complex technical issues on TruckMate System software
• Adhere to and assist in the development or improvement of department Standard Operating Procedures
• Maintain an excellent customer satisfaction standard
• Record all calls and emails into the automated tracking system and determines the scope of reported problems
• Work with Team Leader, Team Members, and other Trimble Transportation personnel to ensure the appropriate resource is assigned to respond to each client issue
• Perform follow-up communication to ensure customer satisfaction
• Performs other duties as assigned by supervisor and/or Director
• Assist clients with the installation of upgrades
• Train users in existing or new functionality in order to maximize their system’s potential and usability

Minimum Requirements

• One or more years providing Technical Customer Support to external customers
• Very strong customer service and communication skills
• College degree or an equivalent combination of education and directly related experience
• Experience managing high priority technical issues and their associated tracking and communications
• One or more years of support related experience with Windows 2000/2003 Server preferably in a customer facing call center environment
• Technical knowledge in the configuration and troubleshooting of Windows 2000/2003/XP, Microsoft SQL 2000 Server, and Microsoft Terminal Server environments
• Experience or knowledge of a wide variety of technologies preferred (e.g. routers, firewalls, DNS, SMTP, ssh, VPN, HL7, wireless networking, telephony, Citrix)
• Excellent phone skills, patience, and outstanding follow-up ability
• Ability to relate to customers with varying levels of technical skills and understanding; from the end-user to the IT Manager, to the Executive level
• Excellent time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality

Behavioral Competencies

• Conflict Management – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise
• Composure – Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with the customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
• Learning on the Fly – Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything
• Patience – Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process
• Problems Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers

Physical Requirements

• Constant and close visual work at desk or computer
• Constant sitting and working at a desk
• Frequent verbal and written communication with the team and other business associates by telephone, correspondence, or in person
• Frequent lifting of folders, files, binders and other objects weighing up to 20 lbs.
• Frequent opening and closing of heavy file drawers
• Occasional bending and stooping to pick up boxes and equipment weighing up to 50 lbs.
• Frequent walking and standing
• Occasional driving of automobiles

Travel Required: Minimal Trimble Inc. 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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