Sector Overview:
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Position Overview:
The Technical Support Analyst is responsible for the ongoing support of Trimble Visibility’s customers. This position requires a strong focus on customer service and integrations. All interactions will be done over the phone, CRM, and email, so you will need to have an exceptional phone presence and relationship building skills. You will play a key role in making sure our customers successfully onboard with our services, are happy, and their needs are being met.
- Work cross-functionally with Integrations, Development, and Reporting to continuously improve the customer experience.
- Provide technical email and phone support to internal and external users regarding the resolution of production issues and processes.
- Analyze case-by-case by impact and scope, to escalate cases appropriately.
- Effectively troubleshoot, replicate, and develop workarounds as needed.
- Maintain appropriate record of resolution through a case management system.
- Help maintain and develop Knowledge Base to drive client self-service.
- Evaluate whether an incident should be worked, deferred, or escalated based on customer tier and issue severity.
- Utilize knowledge of software to remotely troubleshoot software, internet browsers, and mobile devices via phone, email, or live chat.
- Coordinate with multiple departments to achieve resolution to customer problems that cannot be resolved within support
- Work with customer to identify and resolve problems related to application configuration, data posting, filtering, and extraction, integrations, etc.
- Maintain support tool, knowledge base, metrics and reporting
Minimum Qualifications:
- 1+ years of professional software support experience
- Intermediate experience with web troubleshooting tools (web debugging proxies, browser consoles, shared remote control solutions, RESTful API debugging tools)
- Intermediate experience with Android and iOS mobile platforms and applications
- Proficiency with MS SQL – Specifically:
- Intermediate T-SQL query and stored procedure writing experience.
- Understanding of T-SQL table, view, and stored procedure structure
- Intermediate experience with ticketing & chat support systems
- Novice experience with software project management and defect tracking tools (e.g. Jira, Rally)
- Fundamental awareness of web-based e-commerce platforms
- Fundamental awareness of API design
Preferred Skills:
- Novice web software development
- Exposure to: C#, .Net, Json
- PowerBI
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
#engineering