Technical Customer Support Professional

Overview

Provide first-line IT helpdesk support for North American forestry software customers.

Key Responsibilities

• troubleshooting
• knowledge base
• sla management
• incident lifecycle
• customer referral
• request prioritization

Tasks

-Troubleshoot and Resolve incidents using initial diagnostics and known solutions, maximizing first-contact resolution rates to drive high user satisfaction. -Champion Our Knowledge Base by documenting common issues and validating solutions offered by specialized internal escalation resources. -Contribute to Service Excellence by maintaining clear communication with users, providing regular updates, and ensuring strict adherence to established SLAs. -Navigate Customer Needs by recognizing scope of support and providing appropriate referrals to our Professional Services team when necessary. -Own the Incident Life Cycle by acting as the single point of contact, capturing, categorizing, and prioritizing all incoming requests based on urgency and impact.

Requirements

• salesforce
• jira
• sql
• itil
• genai
• helpdesk

What You Bring

-Demonstrated commitment to delivering exceptional customer service and managing expectations effectively. -Fluency in English verbal and written communication skills. -Proficiency in the French language (verbal and written). -Familiarity with Salesforce, Jira, or SQL (and related database technologies). -Experience with ITIL framework (or concepts) -Travel Requirement: 0% travel. -Proven ability to categorize and prioritize incidents based on impact and urgency. -Experience or interest in the timber / logging industry. -2+ years of related experience in a helpdesk or IT support role. -Experience with ticket management systems. -Familiarity with innovative technologies like Generative AI (GenAI).

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About Trimble Inc.

-Offers integrated solutions across construction, agriculture, and transportation. -Cutting-edge technology streamlines workflows and improves efficiency. -Provides both hardware and software solutions, focusing on automation, geospatial data, and real-time analytics. -Notable projects include smart city infrastructure, autonomous vehicles, and precision farming systems. -Played a key role in developing GPS technology and transforming resource management. -Solutions help achieve higher productivity, safety, and sustainability.

Sector Specialisms