Technical Support Analyst

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 Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation product and solutions for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.

Responsibilities

• 30% Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
• 20% Communicating with customers via inbound/outbound calls, emails, casework, and chats
• 20% Ensure individual and team SLA's/KPI's are maintained and on track
• 10% Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences
• 10% Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
• 4% Prioritize inbound cases and requests based on severity and customer impact
• 4% Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities
• 2% Collaborate on documentation creation needed for internal cross functional teams

Required Skills:

• 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
• Position will require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)
• Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
• Travel less than 10 percent of the time
• Participation in on-call rotation

Preferred Skills:

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

Pay Equity

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.

Hiring Range:

60632

78758

Bonus Eligible?

Yes

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.

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]