Technical Support Analyst

Job Profile: Technical Customer Support Professional 1

Business Title: Technical Support Analyst

Location: Remote, US

Department: Technical Support

Reports To: Manager, Technical Support

Are you passionate about solving complex technical challenges for customers and partners utilizing Trimble Transportation's diverse solutions? As a Technical Support Analyst, you will play a crucial role in troubleshooting issues, identifying product bugs, and collaborating with development, project management, and testing teams to deliver exceptional transportation tools to our commercial clients.

Who We Are:

Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. In the transportation & logistics segment, our solutions make it safer, simpler and more efficient to move freight - bringing together a global network of shippers, carriers, brokers and 3PLs.

What You Will Do:

The Technical Support Analyst is responsible for in-depth troubleshooting and research of Trimble Transportation products and Transportation Management System (TMS) solutions for our customers and internal teams. This includes:

• Providing an exceptional customer experience via phone, email, chat, and web-based applications, addressing issues related to supporting, upgrading, and using Trimble Transportation products and solutions.

• Identifying, troubleshooting, documenting, resolving, and escalating hardware and software issues using a CRM.

• Communicating with customers through inbound/outbound calls, emails, casework, and chats.

• Ensuring individual and team SLAs/KPIs are met.

• Clearly and effectively communicating technical concepts, both verbally and in writing, to technical and non-technical audiences.

• Collaborating with senior team members and internal teams to maintain visibility on ongoing issues.

• Prioritizing inbound cases and requests based on severity and customer impact.

• Identifying and reporting software bugs and usability problems for correction and improvement in future releases.

• Making recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities.

• Collaborating on documentation creation for internal cross-functional teams.

• Completing in-depth technical training on multiple products and datasets.

• Interfacing with developers, project managers, and testers across multiple organizational locations.

This is a fast-paced role that requires flexibility in collaborating with diverse stakeholders and exposure to a wide range of technologies and environments.

What Skills & Experience You Should Bring:

• Bachelor's Degree or equivalent experience in a technology-related field; Computer Science or equivalent preferred.

• Demonstrated success with root cause analysis.

• Excellent communication skills (phone, verbal, and written).

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

• Knowledge of internet-based systems.

• A strong technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.

• Superior communication and presentation skills.

• Flexible and versatile technical and soft skills.

• Comfort adapting to changing technical environments.

• Willingness to learn new programming languages and/or IDEs.

• Primary workload involves standard business hours (8 am - 5 pm) during the work week, with occasional evening or weekend hours as needed for rotating on-call support.

Preferred Skills:

• Experience in multiple operating systems, such as Windows, Linux, Android, iOS, and Microsoft servers.

• Experience working with CRM casing software.

• Experience troubleshooting mobile or wireless communications.

• Experience with the System Development Life Cycle (SDLC).

• Experience using and troubleshooting SQL, XML, HTML, and scripting.

• Experience writing bugs and using Jira

• Experience developing reports to analyze data trends and propose meaningful conclusions.

• Experience with troubleshooting and reviewing device logs.

• Operations experience in the transportation industry.

• Prior experience working with Android, Angular, and/or React is a significant plus.

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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?

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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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