Field Technical Support

Your Title: Field Technical Support

Our Department: Trimble B2W

 

Company Profile

Headquartered in downtown Portsmouth, New Hampshire, B2W Software empowers and inspires heavy civil construction companies to win more work and complete it more profitably. The company’s ONE Platform connects resources, workflows and data and includes advanced, unified elements to manage estimating, scheduling, field tracking, equipment maintenance, data capture and business intelligence.

Job Description

We are seeking a highly competent individual to join us as a Technical Support Engineer. You'll work with clients of all ability levels, solving technical problems and answering questions on how to use the software. Trimble B2W is looking for people like you to join our highly skilled and talented group. Support will be given through phone, e-mail, and screen sharing sessions. The ideal candidate will have exceptional presentation and problem-solving skills, a strong phone presence, poise in challenging situations, and the energy and ambition to take ownership of every customer interaction.

Primary 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.

Qualifications & Requirements

• 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

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

$21.59–$28.65

Pay Rate Type

Hourly

Bonus Eligible?

No

Commission Eligible?

No

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 Pa