Your Title:   Technical Support Analyst     

Your Location: Remote - US, work hours are 7:30-16:00 Pacific time
Our Department: Technical Support                 

What You Will Do
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.  

• Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM

• Communicating with customers via inbound/outbound calls, emails, casework, and chats

• Ensure individual and team SLA’s/KPI’s are maintained and on track 

• Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences

• Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues

• Prioritize inbound cases and requests based on severity and customer impact 

• Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities

• Collaborate on documentation creation needed for internal cross functional teams

What Skills & Experience You Should Bring

• 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

About Trimble

Dedicated to the world’s tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit: www.trimble.com

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