Technical Support Representative

Your Title : Technical Support Representative

Your Location : Westminster CO

Our Division : Architecture and Design

Do you thrive on turning technical challenges into positive customer experiences

Role Overview

As a Technical Support Representative you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver going above and beyond to understand and address customers needs while providing timely and effective technical support via email and phone. You will meet our customers where they are at by providing a friendly experience while offering tips tutorials and best practices to enhance their overall experience and enable them to be more self-sufficient SketchUp users.

What You Will Do

Engage with customers in a friendly empathetic and professional manner to establish rapport and build trust. Actively listen to customer concerns ask clarifying questions and demonstrate genuine care for our customers technical issues.

Thoroughly review all customer communication using plain language to ensure understanding and asking for feedback to ensure effective communication.

Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.

Proactively manage individual queues and backlogs addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.

Document customer interaction for each case including contact information how the customer is experiencing the issue and troubleshooting steps.

Document cases for customer requests from all channels : phone calls chats emails and queues.

Assist customers with account and subscription management process refunds along with technical issues related to SketchUp :

Billing and invoicing

Account authorization

Entitlement management

Download and installation

SketchUp Extensions

Crash identification

Bug tracking

Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.

Adhere to prescribed communication and incident protocols ensuring swift and effective dissemination of information to the appropriate channels when required.

Maintain and refresh knowledge of products promotions and internal systems through training and continuing education.

What Skills & Experience You Should Bring

Bachelors Degree or equivalent experience in a customer solution environment

2 years of experience supporting customers via chat email and phone

Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base

Technical proficiency and familiarity with computer systems software and Google Suite

Excellent communication skills including active listening empathy and patience with the ability to adapt communication styles to different audiences

Time management and prioritization skills enabling high-quality and time-sensitive customer communications

Attention to detail while working through issue discovery and documenting case notes

Able to maintain composure and professionalism during high-pressure situations

Troubleshooting skills to swiftly identify diagnose and resolve technical issues ensuring minimal downtime and optimal system functionality for customers

Comfortable working in a remote environment with occasional in-office meetings

What Skills & Experience You Could Bring

Knowledge of 3D modeling 3D graphics processing or energy performance.

Background in Engineering Architecture Design or User Experience.

Customer Support Center Experience

Experience in multiple operating systems such as Windows Android iOS and Microsoft

Familiarity with customer support software ticketing systems and remote support tools

Trimble SketchUp

SketchUp is one of the most popular 3D modeling and design tools in the world. Today hundreds of thousands of architects engineers contractors woodworkers artists and other creatives use SketchUp Pro LayOut Sefaira and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better smarter and more successful.

Compensation : 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 applicants sex or other status protected by local state or federal law.

Hiring Range

$19.42$24.26

Pay Rate Type

Hourly

Bonus Eligible

No

Commission Eligible

No

Benefits : 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. If this position is identified above as commission- or bonus-eligible the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply : Please submit an online application for this position by clicking on the Apply Now button located in this posting.

Application Deadline : Applications could be accepted until at least 30 days from the posting date.

At Trimble we are committed to fostering a diverse inclusive and equitable workplace where everyone can thrive. Guided by our core valuesBelong Innovate and Growwe embrace and celebrate differences knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer welcoming individuals of all backgrounds and advancing opportunities while embracing race color gender identity sexual orientation religion disability veteran status or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and / or where it would not constitute undue hardship for Trimble. For more please see Trimbles Code of Business Conduct and Ethics at under Corporate Governance.

Our mission to transform the way the world works starts with transforming how we work together. By actively listening asking questions and taking intentional actions we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

Trimbles Privacy Policy

If you need assistance or would like to request an accommodation in connection with the application process please contact

Required Experience :

Unclear Seniority

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 19 - 24