Job Title: Technical Support Representative

Location: Chennai

Division: Utilities Field Services

About Trimble Utilities

Trimble Utilities provides digital asset and infrastructure lifecycle management solutions for electric, gas, district heating, communications and water utilities and local governments. Through a broad portfolio of cloud software, IoT and mobile solutions, Trimble empowers utilities and local governments with accurate data defining the digital twin as well as predictive model capabilities and analytics. These solutions enable optimal asset management and allow our customers to achieve resilient and sustainable utility networks and communities.

Position Overview:
The Support Representative is the first point of contact for users of Trimble products and is responsible for troubleshooting and resolving reported hardware, software and field service issues. The Support Representative ensures that incident response and resolution is accomplished in a timely, accurate and customer-centric manner and within established service level agreements (SLAs).When required, the Support Representative will escalate service incidents to L2 / L3 Support. The Support Representative will continue to operate as the point-of-contact to the customer until the incident is resolved.

Key Responsibilities:
Receive client inquiries via phone, chat, systems or email and follow defined processes for managing support cases through resolution, within agreed SLA timescales

Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations.

Professional and proactive communication

Maintain regular client communication through case resolution.

Develop and build expert knowledge on Trimble UFS products, tools and solutions including known limitations and workarounds that can be effectively utilized to solve reported problems.

Adhere to support tracking/classifying and service-level enforcement processes.

Coordinate on-site service with Field Technicians and customers via email and/or phone calls and ensure timely scheduling for satisfactory delivery of service.

Receive phone calls from Installers onsite and provide remote troubleshooting to assist the Installer with successful install or service.

Partner with the different groups (Operations, Field Service, and engineering and product management) to resolve customer issues.

Function with a high level of customer centricity and act as an advocate for the customer.

Able to perform with minimal supervision.

Skills, Abilities & Experience Required:
Qualification / Education

Minimum requirement of Associate Degree or BA / BS in Computer related fields, or equivalent technical support experience.

Skills

Experience with Microsoft Word and Excel and Google Suite of products

Experience using Salesforce.com is desired

Excellent communication skills (verbal and written communication)

Experience in technical support or customer service with an emphasis on networking, database and or desktop support is advantageous

Self-motivated, with a proven ability to learn quickly, multi-task and work well as part of a team

Excellent organizational, time management and follow up skills

Preferred Skills, Abilities & Experience:
Basic understanding of Oracle Database & Unix/Linux

Desire to learn and acquire new skills

Information to Review:
The following links are recommended in order to better your understanding of Trimble, and the products available within this particular division.

Trimble

Trimble Utilities

Our Company

Trimble is an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best. While GPS is at our core, we have grown beyond this technology to embrace other sophisticated positioning technologies and, in doing so; we are changing the way the world works. Our solutions are used in over 140 countries and we have incredibly diverse lines of business.

Our employees represent this diversity and can be found in over 30 countries, working closely with their colleagues around the world. Due to our geographic, product and customer reach, there is plenty of room at Trimble for exceptional people to grow. Come position yourself with an innovative industry leader and position yourself for success.

Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity, and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation, and logistics.