Technical Support Analyst
Who We Are
Trimble Maps is dedicated to transforming journeys through innovative routing, scheduling, visualization and navigation solutions. Rooted by map data and map-centric technology specifically designed for commercial vehicles, its development platform and trusted products are made for a broad range of industries, workforces and fleets of all sizes.
Working Locations:
Role is currently based on a “hybrid” working pattern involving a blend between remote working and time in our Oklahoma City office.
Job Description
Reporting to the Technical Support Manager you will be the technical liaison helping to solve challenges and troubleshoot issues that customers and partners encounter using the Trimble Maps product suite including standalone PC software, service integrations, client-server based customer/partner solutions, and mobile software.
You will be responsible for troubleshooting complex technical issues, identifying and reporting software bugs and usability problems for remedial action as part of a program of continual improvement, collaborating with various cross functional teams including product, development, and implementation.
This role requires excellent communication skills as you will be working directly with customers and partners on a daily basis. It is a fast paced environment requiring collaborative work with a number of different stakeholders and technical specialists across a wide range of technologies and environments.
Core Functions:
- Handle customer service situations in a professional and sensitive manner
- Learn and continuously build product knowledge
- Solve highly technical issues for customers and deliver solutions and workarounds while following SLA requirements
- Identify and elevate work-stoppage issues for customers and use proper escalation methods to report to managers
- Remote into servers and customer computers to provide hands-on solutions
- Review relational databases and identity tables and manipulate data in test environments
- Own customer issues from creation to resolution
- Ensure the highest level of customer satisfaction by providing timely and up-to-date communication via ticketing system and/or phone
- Provide Android and iOS mobile device assistance
Required Skills/Qualifications:
- Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience
- Strong troubleshooting and analytical skills on Windows based computers
- Working knowledge of SQL queries, tables, etc
- Solid understanding of web services – XML/REST/SOAP
- Knowledge of internet based systems, ideally including experience web based applications
- 2-4 years in a customer support role managing tickets
- Excellent fluent English verbal and written skills
- A collaborative approach to engaging peers, stakeholders and cross functional specialists to deliver customer solutions in a professional manner maintaining client satisfaction as a primary goal
- Flexibility and an ability to work under pressure with minimal supervision to meet deadlines in a fast moving environment
- Ability to handle business critical on-call, after-hours requests
Desirable Skills/Qualifications:
- Basic knowledge of IIS and RDP
- Mobile Device knowledge of the main mobile and desktop platforms, including iOS, Android, and Windows
- Knowledge of programming languages
Trimble Maps offers great benefits such as a generous PTO package, paid healthcare, 401K, ESPP, education reimbursement, and many wellness initiatives. We also offer flexible schedules, casual dress, volunteer opportunities, child care discounts, and a corporate women’s network.
Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.