Technical Support Analyst

 

Title: Technical Support Analyst               


Location: Brentwood, TN             


Department: Professional Services                                         


                                                                                

 
Position Overview: 
To provide outstanding service and solutions to clients via telephone, email and web based applications, through the handling of customer issues related to the supporting, upgrading, and usage of Trimble Software. Tasks range from answering questions on function and usage of our software product to assisting customers with requesting custom work. Identifies and resolves moderate system operations problems. Will act as point of contact for our customer user community. Using NetSuite contact management system, maintains records of correspondence received and action taken. 
 
Minimum Qualifications: 
•Provide post software implementation support and upgrade activities to customers 
•Facilitates timely and accurate resolution of moderate level technical issues on our software 
•Adhere to and assist in the development or improvement of department Standard Operating Procedures 
•Maintain an excellent customer satisfaction standard, equal to or greater than 95% for all deployment and support functions as expressed through customer surveys 
•Record all calls and emails into automated tracking system and determines the scope of reported problems 
•Work with Team Leader, Team Members, and other TMW Systems, Inc. personnel to ensure appropriate resource is assigned to respond to each client issue 
•Perform follow-up communication to ensure customer satisfaction 
•Train users in existing or new functionality in order to maximize their system's potential and usability 
•Performs other duties as assigned by supervisor 
•College degree or an equivalent combination of education and directly related experience 
•Strong customer service and communication skills 
•Experience managing high priority technical issues and their associated tracking and communications 
•Phone skills, patience and outstanding follow-up ability 
•Advanced to expert level of computer abilities. 
•Ability to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the Executive level 
•Time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality 
•Excellent verbal and written communication skills 
 
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 
 

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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