Technical Support Engineer II
Climb Channel Solutions NA
Cloud.NETSQL
Technical Support Representative – Fixed Term Contract
Trimble Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
JuniorMid-Level
About the role
- Provide general product and technical support to SketchUp users
- 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 customer’s technical issues
- 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
- Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp
- Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests
Requirements
- Two 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
Benefits
- Dedicated to the world’s tomorrow
- Transforming critical industries
- Fostering an environment where you are seen, heard, and valued
- Opportunities to build a career and drive our collective growth
- Shape the future with your innovative ideas
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtechnical supportaccount managementsubscription managementissue discoverydocumentation
Soft skills
active listeningempathycommunicationtime managementprioritizationattention to detailprofessionalismadaptability