Customer Support Analyst delivering fast and helpful product support at SafetyCulture. Guiding users to solve complex issues and improve their experience with the platform.
About the role
- Premier Support Engineer at Trimble resolving technical issues for Premium B2W customers. Ensuring system stability and performance while collaborating with multiple teams for seamless support.
Responsibilities
- Support strategic, Premium B2W customers by resolving post-implementation product issues.
- Provide proactive database and systems stability and performance guidance.
- Develop custom telemetry dashboard and quality assurance.
- Manage support tickets and develop troubleshooting automation and AI tools.
- Collaborate with various teams to ensure a seamless customer experience with Trimble Products.
- Act as the primary contact for the customer, troubleshooting needs and cloud issue resolution.
- Ensure integrations between Trimble products and third-party applications using Microsoft Azure.
- Offer personalized advice and strategic recommendations based on customer applications and use cases.
- Analyze customer environments and current solution sets to proactively notify customers of new features.
Requirements
- 3+ years of experience in technical support, customer success, or a similar role in enterprise software solutions.
- Proficient with Cloud environments, especially Azure Cloud.
- Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.
- Excellent communication and interpersonal skills, capable of conveying technical information to non-technical audiences.
- Proven ability to build and maintain strong customer relationships.
- Proficiency in enterprise software systems and a solid understanding of cloud-based solutions.
- Familiarity with CRM and ticketing systems for managing customer support cases.
- Familiarity with database performance considerations and integration points.
- Experience with HTML, JSON, and CSS coding for customer dashboards.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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