Technical Support Representative

Job Profile: Technical Customer Support 2

Business Title: Technical Support Representative

Location: Chennai, India

Department: Technical Support

Report To: Supervisor, Technical Support

Our Company

Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.

Position Overview

The Technical Support Representative is responsible for first level technical troubleshooting and customer inquiries with Trimble Transportation products. Customer questions include software, hardware, account management, installation, and best practices relating to our product and industry. The Technical Support Representative will offer an outstanding customer experience via phone, email, and chat channels. The qualified candidate will have technical aptitude for troubleshooting all aspects of the Trimble Telematics and other Transportation technology solutions, while incorporating strong soft skills and customer empathy. In this fast paced environment, a high degree of organization with focus on detail is critical to achieve success in the position. After training, this position is a hybrid role and will require coming into the office a minimum of 3x a week, which is subject to change based on business need and performance.

Responsibilities

75% Respond to customer inquiries via inbound/outbound calls, emails, casework, and chats. Identify, troubleshoot, document, and resolve customer inquiries based on the following topics:

• Hardware
• Software
• Wireless communications
• OTAP (Over-the-Air-Programming)
• Account management (billing)
• Upgrades
• Online orders
• Industry events
• 5% Research and prepare escalations to second level support which includes Technical Analysts, Wireless Communications, Customer Managers, Integration Services, 3rd Party Partners and Leadership
• 5% Review, manage and follow up on open issues as needed
• 5% Ensure individual and team SLA’s/KPI’s are maintained and on track
• 5% Collaborate on documentation creation needed for internal cross functional teams
• 5% Project work that includes long and short term initiatives
  
  

Required Skills

• 0-1 yrs experience in a technical support environment, or other customer facing technology fields
• Demonstrated high quality written and verbal communication abilities
• Demonstrated proficiency with business software (e.g. MS Office, Salesforce CRM, eMail)
• Demonstrated customer focus, troubleshooting abilities, and creative problem solving
• Ability to work assigned shift hours
• Excellent written and verbal business communication abilities with demonstrated analytical and technical problem solving skills
• In this fast paced environment; work volume quickly fluctuates and a high degree of organization with focus on detail is critical to achieve success in the position.
  
  

Preferred Skills

• Experience in contact center or “production” environment (e.g. schedule, process, and metrics driven)
• Experience working with Mobile Communications
• Experience working with Transportation or Logistics industries
• Experience working with android and linux software
  
  

Competencies

• Customer Focus
• Problem Solving
• Time Management
• Composure
• Interpersonal Savvy
• Optimistic, growth mindset
  
  

Trimble Inc. 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