Technical Support Analyst

Title:  Technical Support Analyst  

Location:  Remote, US  

Business Segment: Trimble Transportation & Logistics

What You Will Do

The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation products 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 by handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. A qualified candidate will have a 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 SLAs/KPIs 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

• Ability to work in a fast-paced, ever-changing environment, with a positive, growth-mindset attitude

• The position may require occasional evening or weekend hours, but the primary workload involves standard business hours during the work week (8 am - 5 pm) 

• Travel less than 10 percent of the time 

Preferred Skills

• Experience in multiple operating systems, such as Windows, Linux, Android, iOS, and 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 the transportation industry

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Pay Equity

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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.

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Hiring Range:

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Bonus Eligible?

Yes

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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 Parental Leave and Employee Stock Purchase Plan.

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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.

The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact

[email protected]