Note: The job is a remote job and is open to candidates in USA. Trimble Inc. is a company headquartered in Portsmouth, New Hampshire, that specializes in empowering heavy civil construction companies. They are seeking a Field Technical Support Engineer to provide technical assistance to clients, troubleshoot issues, and document support interactions.
Responsibilities
- Provide telephone and Internet support to customers with questions or issues related to configuration/setup, product functionality, performance, and hosted software services
- Troubleshoot and solve technical issues, including system performance, permissions, data inconsistency, and application errors
- Assist customers with software upgrades, migration, and transformation
- Monitors, tracks, and documents customer support calls and activities in the CRM system
- Develops Knowledge Base articles to document troubleshooting steps and standard solutions to frequent calls for use by customers and peers
- Assist other departments with technical issues
- Participates in monthly meetings with management in regard to departmental improvements
- Maintains a well-organized case list and adheres to documentation rules for every client interaction
- Owns every issue they touch, researching difficult issues and appropriately handling escalations as needed
- Stays alert to trends, patterns, or sensitive issues and communicates them to the team
- Effectively document issues/feedback from customers for use by Development in research and resolution of defects
Skills
- College degree in a field suitable to the role
- Experience working in similar role and environment
- Solid knowledge of relational database concepts
- Highly motivated self-educator
- Natural troubleshooting instincts
- Telephone support experience and/or a background in technical training
- Expertise with Microsoft Windows desktop and server operating systems, including experience with Microsoft networking
- Expertise with Google products
- Excellent verbal, written, and problem-solving skills
- Strong communication and interpersonal skills that demonstrate the ability to interact effectively with a wide variety of personalities both inside and outside of the company
- Ability to understand customer concerns, to take ownership of those concerns, and utilize the necessary resources to resolve those concerns
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
Company Overview
Company H1B Sponsorship
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