Technical Customer Support Professional

The Technical Customer Support Professional is responsible for troubleshooting and resolving reported hardware, software, and field service issues for Trimble products. The role involves managing support cases, communicating with clients, and escalating incidents to L2/L3 Support. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently with minimal supervision.

Requirements

• Receive client inquiries via phone, chat, systems, or email and follow defined processes for managing support cases through resolution, within agreed SLA timescales
• Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations
• Professional and proactive communication
• Maintain regular client communication through case resolution
• Develop and build expert knowledge on Trimble UFS products, tools, and solutions
• Adhere to support tracking/classifying and service-level enforcement processes
• Coordinate on-site service with Field Technicians and customers via email and/or phone calls
• Partner with different groups (Operations, Field Service, and engineering and product management) to resolve customer issues
• Function with a high level of customer centricity and act as an advocate for the customer
• Able to perform with minimal supervision

Benefits

• Paid time off
• 401k matching
• Retirement plan
• Visa sponsorship
• Four-day work week
• Generous parental leave
• Tuition reimbursement
• Relocation assistance