Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. As a Technical Support Analyst, you will play a crucial role in troubleshooting issues, identifying product bugs, and collaborating with various teams to deliver exceptional transportation tools to commercial clients.
Providing an exceptional customer experience via phone, email, chat, and web-based applications, addressing issues related to supporting, upgrading, and using Trimble Transportation products and solutions.
Identifying, troubleshooting, documenting, resolving, and escalating hardware and software issues using a CRM.
Communicating with customers through inbound/outbound calls, emails, casework, and chats.
Ensuring individual and team SLAs/KPIs are met.
Clearly and effectively communicating technical concepts, both verbally and in writing, to technical and non-technical audiences.
Collaborating with senior team members and internal teams to maintain visibility on ongoing issues.
Prioritizing inbound cases and requests based on severity and customer impact.
Identifying and reporting software bugs and usability problems for correction and improvement in future releases.
Making recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities.
Collaborating on documentation creation for internal cross-functional teams.
Completing in-depth technical training on multiple products and datasets.
Interfacing with developers, project managers, and testers across multiple organizational locations.
Qualification
Required
Bachelor’s Degree or equivalent experience in a technology-related field; Computer Science or equivalent preferred.
Demonstrated success with root cause analysis.
Excellent communication skills (phone, verbal, and written).
Ability to work in a fast-paced, ever-changing environment with a positive, growth-mindset attitude.
Knowledge of internet-based systems.
A strong technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.
Superior communication and presentation skills.
Flexible and versatile technical and soft skills.
Comfort adapting to changing technical environments.
Willingness to learn new programming languages and/or IDEs.
Primary workload involves standard business hours (8 am - 5 pm) during the work week, with occasional evening or weekend hours as needed for rotating on-call support.
Preferred
Experience in multiple operating systems, such as Windows, Linux, Android, iOS, and Microsoft servers.
Experience working with CRM casing software.
Experience troubleshooting mobile or wireless communications.
Experience with the System Development Life Cycle (SDLC).
Experience using and troubleshooting SQL, XML, HTML, and scripting.
Experience writing bugs and using Jira.
Experience developing reports to analyze data trends and propose meaningful conclusions.
Experience with troubleshooting and reviewing device logs.
Operations experience in the transportation industry.
Prior experience working with Android, Angular, and/or React is a significant plus.
Benefits
Medical
Dental
Vision
Life
Disability
Time off plans
Retirement plans
Tax savings plans for health, dependent care and commuter expenses
Paid Parental Leave
Employee Stock Purchase Plan
Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life.
