Technical Support Analyst

Trimble MAPS is a transportation technology company dedicated to defining the optimal route to success. We achieve this through innovative routing, mileage, mapping and mobile navigation solutions. From trusted industry standard data to seamless integration, Trimble MAPS solutions are used by a broad range of industries, workforce, and everyday drivers on the road. For over 35 years, its suite of powerful solutions, which includes Direct Route, DRTrack, PC*MILER, CoPilot, and Trimble MAPS, have set the foundation for safe and efficient journeys worldwide – one mile, one driver, one vehicle at a time.


Job Description:

Reporting to the Technical Support Manager, you will provide high quality and responsive customer service for a large installed base of software customers internationally.

Responsibilities: 

  • Provide proactive and reactive customer support to our B2B base via multiple channels including email, phone and knowledge base self service
  • Participate in creating and maintaining online product support content, including FAQs, documentation and self-help material, adding and editing content as appropriate 
  • Act as primary escalation point in the team owning the customer reported problem until satisfaction is ensured
  • Become the subject matter expert to assist customers through issues with implementation, set-up and use of Trimble MAPS products
  • Engage peers, supervisors and cross departmental experts to assist customers with issues as needed
  • Reproduce, document and demonstrate customer experienced issues for escalation to level 3 support, product or project management and development
  • Provide high level details of customer problems with reproducible steps to aid QA and development with resolution
  • Utilize lessons learned to recommend QA tests for future consideration
  • Assist with usability testing of our products
  • Identify, document and escalate potential product enhancements
  • Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal
  • Assist in training our Partners and direct customers to deliver Tier 1 Support 
  • Create ad-hoc material in response to outages or technical issues
  • Other customer and partner support tasks as determined by Trimble MAPS management

Required Technical Skills:

  • BSc in Computer Science or a related subject or equivalent work experience
  • Solid understanding of web services – XML/REST/SOAP
  • Solid understanding and knowledge of SQL
  • Basic knowledge of IIS and RDP.
  • Knowledge of internet based systems, ideally including experience developing web based applications
  • Mobile Device knowledge of the main mobile and desktop platforms, including  iOS, Android, and Windows
  • Capability of being a subject matter expert and escalation point to assist customers in the implementation, set-up and use of Trimble MAPS products
  • A collaborative approach to engaging peers, stakeholders and cross functional specialists to deliver customer solutions in a professional manner maintaining client satisfaction as a primary goal
  • Flexibility and an ability to work under pressure with minimal supervision to meet deadlines in a fast moving environment
  • Superior communications and presentation skills 

Additional Desirable Skills:

  • 1-2 years experience working with C#, .NET, Java, JavaScript, C++ or other programming languages and tools


Trimble 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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