We welcome applicants who are also open to working remote, preferably near Folsom, CA.
The Support Analyst (Trimble PPM - Contractor) serves as the first point of contact for Trimble clients and partners that utilize Trimble PPM's ProjectSight and Prolog products. The Analyst's main focus will be on troubleshooting and providing resolutions to technical issues. The Analyst will ensure that issue resolutions are accomplished in a timely, accurate, and customer-centric manner. If necessary, the Analyst will escalate Support Incidents to a Product Lead for additional troubleshooting. However, they will remain as the client-facing single point of contact through the issue resolution.
Deliver an exceptional customer experience.
Communicate with users to resolve technical issues via phone, email, chat, and screen-share meetings.
Leverage subject matter expertise to effectively investigate and troubleshoot issues, and assist users.
Manage case workload through effective prioritization, troubleshooting and escalation as necessary in order to meet or exceed customer expectations.
Build and maintain relationships with customers of varied roles and knowledge.
Effectively communicate and troubleshoot for the entire life of a case, providing resolutions to reported questions and issues.
Develop and maintain expert knowledge of all ProjectSight and Prolog products and services which can be effectively utilized to resolve reported problems.
Provide limited technical support for networks, operating systems, third-party products, and other computer related peripherals within the scope of ProjectSight and Prolog products and solutions.
Provide occasional After-Hours Support (AHS) on a rotating basis.
Perform other duties as required.
Qualifications / Experience
Minimum of 2 years experience in a software-based Technical Helpdesk/Support role required.
Additional knowledge in the following areas is preferred:
Troubleshooting browser-based software.
Messaging Technologies (MAPI, POP3/SMTP, SPF, DKIM, DMARC)
Experience in architecture, engineering, construction or related fields
BIM (Building Information Modeling)
Software - Prolog, ProjectSight, and other construction management or accounting software
Relational database architecture and concepts (SQL Server)
Windows Server & IIS
Citrix/Terminal Services/Remote Desktop
Skills & Attributes
Must be inquisitive and self-directed in acquiring new knowledge.
Must have the ability to learn new concepts quickly.
Must have the ability to describe technical concepts and present them to technical and non-technical persons in a clear and concise manner.
Excellent written and verbal communication skills, including the ability to work effectively and professionally with the most demanding customers.
Ability to successfully investigate and troubleshoot complex product, network or customer environment issues.
Ability to work from home and maintain a home office.
Ability to work independently with minimal supervision as well as the ability to work in a fast paced, team oriented environment.
Must be able to maintain the confidentiality of customer and company information.
Ability to judge issue severity and customer impact, and communicate those items effectively to Product Lead, development, and/or product management.
Ability to organize and prioritize issues effectively.
We are an Equal Opportunity Employer and a Drug-Free Workplace
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
It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.