[Remote] Field Technical Support

Note: The job is a remote job and is open to candidates in USA. Trimble Inc. is a company headquartered in Portsmouth, New Hampshire, that specializes in empowering heavy civil construction companies. They are seeking a Field Technical Support Engineer to provide technical assistance to clients, troubleshoot issues, and document support interactions.

Responsibilities

• Provide telephone and Internet support to customers with questions or issues related to configuration/setup, product functionality, performance, and hosted software services
• Troubleshoot and solve technical issues, including system performance, permissions, data inconsistency, and application errors
• Assist customers with software upgrades, migration, and transformation
• Monitors, tracks, and documents customer support calls and activities in the CRM system
• Develops Knowledge Base articles to document troubleshooting steps and standard solutions to frequent calls for use by customers and peers
• Assist other departments with technical issues
• Participates in monthly meetings with management in regard to departmental improvements
• Maintains a well-organized case list and adheres to documentation rules for every client interaction
• Owns every issue they touch, researching difficult issues and appropriately handling escalations as needed
• Stays alert to trends, patterns, or sensitive issues and communicates them to the team
• Effectively document issues/feedback from customers for use by Development in research and resolution of defects

Skills

• College degree in a field suitable to the role
• Experience working in similar role and environment
• Solid knowledge of relational database concepts
• Highly motivated self-educator
• Natural troubleshooting instincts
• Telephone support experience and/or a background in technical training
• Expertise with Microsoft Windows desktop and server operating systems, including experience with Microsoft networking
• Expertise with Google products
• Excellent verbal, written, and problem-solving skills
• Strong communication and interpersonal skills that demonstrate the ability to interact effectively with a wide variety of personalities both inside and outside of the company
• Ability to understand customer concerns, to take ownership of those concerns, and utilize the necessary resources to resolve those concerns

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

Company Overview

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