Technical Support Analyst

Your Title: Technical Support Analyst

Job Location: US Remote

Our Department: Technical Support

Are you passionate about delivering exceptional customer experiences? If you're someone who thrives on making a positive impact and building strong customer relationships, we want to hear from you.

What You Will Do

As a Technical Support Analyst, you will be a driving force behind exceptional customer support. We're looking for someone dedicated to ensuring daily high levels of customer satisfaction, recognizing its crucial role in our success. As a vital team member, you'll utilize your strong communication skills to provide top-notch support via phone and email.

In this role, you'll resolve client incidents, showcasing your expertise across various systems, applications, and support procedures. You'll actively pursue solutions to complex problems, continuously enhancing your knowledge base. A collaborative team player, you'll thrive on motivation and solutions, contributing to our collective success.

• Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)

• Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem

• Work cross organizationally to ensure problems are solved promptly and effectively

• Communicates highly technical information to both technical and nontechnical personnel

• Minimize issue resolutions timeframes through case aging metrics

• Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)

• Understand customer requirements and level of adoption with the e-Builder product

What Skills & Experience You Should Bring

• Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering

• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills

• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications Knowledge of basic problem resolution and escalation practices

• Ability to provide appropriate level of support and guidance with e-Builder applications and procedures

• Excellent Windows, network, and web browser troubleshooting skills.

• Experience using and troubleshooting SQL, XML, HTML, Scripting

• Demonstrated success performing root cause analysis

• Excellent communication skills via phone, verbal, and written

• Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude

• Experience working with a CRM casing software - preferably Salesforce

• Experience writing bugs and using Jira/Confluence

• Understanding of programming and reporting tools functionality and capabilities

• Experience developing reports to analyze data trends and proposing meaningful conclusions

• Experience with troubleshooting and reviewing software logs

Trimble's Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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