Technical Support Analyst

Are you passionate about delivering exceptional customer experiences? If you're someone who thrives on making a positive impact and building strong customer relationships, we want to hear from you. 

What You Will Do

As a Technical Support Analyst, you will be a driving force behind exceptional customer support. We're looking for someone dedicated to ensuring daily high levels of customer satisfaction, recognizing its crucial role in our success. As a vital team member, you'll utilize your strong communication skills to provide top-notch support via phone and email.

In this role, you'll resolve client incidents, showcasing your expertise across various systems, applications, and support procedures. You'll actively pursue solutions to complex problems, continuously enhancing your knowledge base. A collaborative team player, you'll thrive on motivation and solutions, contributing to our collective success.

• Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)

• Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem

• Work cross organizationally to ensure problems are solved promptly and effectively

• Communicates highly technical information to both technical and nontechnical personnel

• Minimize issue resolutions timeframes through case aging metrics

• Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)

• Understand customer requirements and level of adoption with the e-Builder product

What Skills & Experience You Should Bring

• Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering

• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills

• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications Knowledge of basic problem resolution and escalation practices

• Ability to provide appropriate level of support and guidance with e-Builder applications and procedures

• Excellent Windows, network, and web browser troubleshooting skills.

• Experience using and troubleshooting SQL, XML, HTML, Scripting

• Demonstrated success performing root cause analysis

• Excellent communication skills via phone, verbal, and written

• Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude

• Experience working with a CRM casing software – preferably Salesforce

• Experience writing bugs and using Jira/Confluence

• Understanding of programming and reporting tools functionality and capabilities

• Experience developing reports to analyze data trends and proposing meaningful conclusions

• Experience with troubleshooting and reviewing software logs

Compensation:  Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

Benefits:  Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under “Corporate Governance.”

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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If you need assistance or would like to request an accommodation in connection with the application process, please contact [email protected].