Technical Customer Support Rep

Title: Technical Customer Support Representative
Location: San Diego, CA
Department: Trade Service
 
Our Company
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation, and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com.

Position Overview:
Trade Service is the leading provider of standardized product and price information to the mechanical, electrical, plumbing, industrial, automotive, and office products industries. Since 1931, the company has been the leader in content acquisition, management, and distribution, offering a variety of products/services to meet customer needs. Over 21,000 manufacturers, distributors, contractors, and government agencies rely on Trade Service. The range of solutions provided includes printed directories, software, product and pricing data for business systems and robust attributed content to fuel full-functioning web storefronts. 

The Technical Customer Support Representative will provide support and step-by-step problem resolution to our customers via telephone, web, email and other support channels. Duties and responsibilities include:
  • Taking ownership of customer issues and seeing problems through resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
  • Handling inbound customer calls
  • Responding to online chat questions
  • Providing web-hosted product training to customers
  • Offering alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Providing accurate and prompt feedback to customers
  • Following standard procedures for proper escalation of unresolved issues to appropriate internal teams
  • Following up and making scheduled call backs to customers where necessary
  • Ensuring proper reporting and closure of all issues
  • Organizing ideas and communicating oral messages appropriate to listeners and situations
  • Staying current with product information, changes and updates
 
Minimum Qualifications:
  • High School diploma with 2-3 years’ experience within the field of technical support
  • Call center experience required
  • Proper phone etiquette and ability to speak and write clearly and accurately
  • Experience and competency in installing/uninstalling software in a Windows environment
  • Working knowledge of MS office. MS OS XP, Vista, Win7, Win 8/8.1, Win10 and Server 2003
  • Exemplary attendance and punctuality
  • Possesses, acquires, and maintains the technical/professional expertise required to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving and applying technical knowledge
 
Preferred Qualifications:
  • Construction industry experience specific to Piping, Electrical, or HVAC installation/estimating preferred but not required 
  •  Salesforce experience highly preferred
  • Knowledge of JIRA preferred 


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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