Technical Support Analyst

Your Title: Technical Support Analyst

Job Location: Minnetonka, MN or Remote

Our Department: Transportation Integration Services

What You Will Do

The Technical Support Analyst is responsible for in-depth troubleshooting and research with the Trimble Transportation Mobility product lines 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

• Communicate 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 team members and internal teams to ensure team visibility to ongoing issues

• Explain complex technical information including interdependencies within the team and others

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

• Provide solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or procedures 

• Actively provide 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

• 4+ years of experience working in software and hardware troubleshooting or development capacity

• 2+ yrs Trimble Mobility experience or expert knowledge of other fleet based mobile communication systems

• 2+ yrs Integration Services experience

• Demonstrated success with root cause analysis

• Ability to work  and act independently with little to no supervision in a team environment

• Excellent communication skills via phone, verbal, and written

• Strong customer service focus

• Ability to manage multiple and complex customer accounts and/or escalations

• 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

• Position requires participation in on-call rotation for critical escalations

• 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

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard,