Technical Support Representative 2 - MRM121422

Job Type: Full-Time

Location: Tempe, AZ

Job Description:

Position Overview: 

Our Technical Support team members serve as the first level of support for customers requiring assistance with Trimble products and services. 

The successful candidate should be comfortable troubleshooting both software and hardware solutions, and should have a good working knowledge of browsers, Windows applications and basic networking, including wireless technologies. Some experience with GPS technologies is a plus. 

Prior experience with issue handling, service level management and case documentation practices is required. 

Job Description: 

• Provides phone, email, and web-based support and troubleshooting for customers requiring assistance on their Trimble solution

 • Logs and documents all issues in our CRM system, updating cases as needed until resolved.

 • Documents all case details, including root cause resolution of reported problems 

• Coordinates RMA and warranty activities as needed to ensure timely resolution for installed hardware

 • Adheres to service level standards for all work practices 

• Provides regular updates to customer as needed until case is resolved.

 • Other duties, as assigned Experience, Skills Requirements

: • High School Diploma Required. AA or BA degree or course-work in a technical related field preferred.

 • Minimum of 2 years Technical phone support / Help Desk / Call Center experience in a technical service related industry.

 • Strong customer service orientation 

• Highly motivated, success oriented and detailed in work practice

 • Familiarity with CRM or Helpdesk case management systems 

• Excellent verbal and written communication skills.

 • Demonstrated ability to successfully troubleshoot Windows-based applications, Internet Explorer and Network/Internet Connectivity issues. • Basic understanding of wireless networking

• Must be able to multi-task and have the ability to prioritize daily workload.