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Position Overview
The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation product and TMS solutions for our customers while supporting internal teams.This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.
Responsibilities
30% Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
20% Communicating with customers via inbound/outbound calls, emails, casework, and chats
20% Ensure individual and team SLA's/KPI's are maintained and on track
10% Clearly and effectively communicate technical concepts, both verbally and in writing, to
technical and non-technical audiences
10% Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
4% Prioritize inbound cases and requests based on severity and customer impact
4% Make recommendations on business processes, research approaches, technical tools, and overall
team improvement opportunities
2% Collaborate on documentation creation needed for internal cross functional teams
Required Skills:
Bachelor's Degree or equivalent experience in a technology related field
2+ years of experience working in software and hardware troubleshooting or development capacity
Demonstrated success with root cause analysis
Excellent communication skills via phone, verbal, and written
Position may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)
Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
Travel less than 10 percent of the time
Preferred Skills:
Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers
Experience working with a CRM casing software
Experience troubleshooting mobile or wireless Communications
Experience with the System Development Life Cycle (SDLC)
Experience using and troubleshooting SQL, XML, HTML, Scripting
Experience writing bugs and using Jira/Confluence
Experience developing reports to analyze data trends and proposing meaningful conclusions
Experience with troubleshooting and reviewing device logs
Operations experience in transportation industry
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job,contact
It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.