Technical Support Representative - Fixed Term Contract

Job Title: Technical Support Representative - Fixed Term Contract

Location: UK - Remote
Your Division: AECO - Architects, Engineers, Construction & Owners

Trimble is seeking a Technical Support professional to join us, initially on a 12 month Fixed Term Contract to join our SketchUp customer support team. In this position, you will provide general product and technical support to our SketchUp users, predominantly support to businesses rather than members of the public.

As one of Technical Support Representatives, you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone. You will meet our customers where they are at by providing a friendly experience, while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self-sufficient SketchUp users.

To be successful in this position, you must be an excellent communicator who can tailor their approach to the audience.

What You Will Do:

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer’s technical issues

• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication

• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met

• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow

• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps

• Document cases for customer requests from all channels:  phone calls, chats, emails, and queues

• Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:

  • Billing and invoicing

  • Account authorization

  • Entitlement management

  • Download and installation

• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests

• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required

What Skills & Experience You Should Bring:

• Two years of experience supporting customers via chat, email, and phone

• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base

• Technical proficiency and familiarity with computer systems, software, and Google Suite

• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences

• Time management and prioritization skills, enabling high quality and time sensitive customer communications

• Attention to detail while working through issue discovery and documenting case notes

• Able to maintain composure and professionalism during high-pressure situations

• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers

• Comfortable working in a remote environment, with occasional in office meetings 

Preferred Skills and Experience:

• Customer Support Center Experience

• Experience in multiple operating systems, such as Windows, Android, iOS, Microsoft 

• Familiarity with customer support software, ticketing systems, and remote support tools

• Knowledge of 3D modeling, 3D graphics processing or energy performance