Application Support Specialist
Trimble Inc.
Customer Support
Trimble Inc.
full-time
Posted on:
Location Type: Office
Location: Lake Oswego • Colorado, Oregon • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $24 per hour
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- The Application Support Specialist serves as primary support liaison between the company and the customer and is responsible for resolving complex customer-related software issues associated with the use of Viewpoint’s construction accounting and project management software, as well as other point solutions.
- This includes supporting customers using AI-driven product features and leveraging AI-powered tools to enhance support efficiency and effectiveness.
- Assists customers with use of Viewpoint software core product(s) and point-solutions: Vista, Procontractor, and Spectrum.
- Monitors, tracks, and documents customer support calls and related activities in a CRM system.
- Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.
- Utilize internal AI-powered tools to analyze customer issues and expedite problem resolution.
- Develops content for an AI-based case resolution solution to assist customers with common questions and problems.
- Serves as an on-call resource for International calls as part of normal department rotation, as assigned.
Requirements
- Bachelor’s degree, preferably with an emphasis in business, accounting or other relevant discipline or relevant experience
- Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and remain expert on current product knowledge both from an internal and from a user perspective
- Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one
- Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues
- Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels
- Demonstrates accuracy, thoroughness, and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information
- Well-organized, self-directed team player
- Remains open to others’ ideas, and exhibits willingness to try new things
- Demonstrates excellent written and verbal communication skills
- Listens effectively, transmits information accurately and understandably, and actively seeks feedback
- Effectively presents and explains information to various group sizes and levels of knowledge
- Demonstrates a basic understanding of AI agents and their usage
- Has a willingness to think outside the box in regards to how AI tools can be used to make case handling quicker and more efficient
- Prioritizes and plans work activities, uses time efficiently and develops realistic action plans
- Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and customers
- Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment
- Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Paid Parental Leave
- Employee Stock Purchase Plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQL Queryreporting toolsspreadsheetsViewpoint softwareVistaProcontractorSpectrumAI-driven product featuresAI-powered toolscase resolution solution
Soft skills
empathyactive listeningproblem-solvingcustomer-service orientationcommunication skillsorganizationteam playeradaptabilityprofessionalismdiscretion
Certifications
Bachelor’s degree