Technical Customer Support Specialist

Overview

Provide technical support for MEP estimating software to construction clients.

Key Responsibilities

• documentation
• crm ticketing
• technical support
• defect management
• software testing
• client support

Tasks

As one of our Customer Support Specialists, we will develop you to be an MEP software Subject Matter Expert on our products. Once you have been trained, you will work with our clients, to resolve any usage issues they have with our MEP software. In the main, this will mean providing support on complex issues by live chat, phone or an email ticketed system. The clients that you will support will be across the construction and infrastructure sector, who will be working on projects with budgets from £100,000’s to the tens of millions, so they need best in class support and that is what you will provide. -Assist with the production of user documentation, manuals & help files as necessary -Complete defect tickets on the CRM database -Provide technical support to the Sales Team as required -Complete customer support tickets on the CRM database -Help find the root cause of defects as they are found -Help maintain the list of defects and enhancements -Assisting in the resolution of customer defects to ensure satisfactory completion in accordance with company procedures. -Provide technical support to other members of the support team -Test new versions of software as necessary -Help maintain the list of future enhancements -Provide problem solving service for customers relating to Estimating software packages -Provide high level technical support to customers -Liaising with development to achieve set goals -Answer incoming support calls courteously and within defined timescales as and when required

Requirements

• communication
• customer service
• estimating
• troubleshooting
• mep software
• problem solving

What You Bring

You will be based from either our Milton Keynes or Leeds office and will four days in Office. About Trimble MEP Our portfolio of construction management software solutions for today’s MEP contractors and engineers—combined with our commitment to innovation and service—has made us an industry leader in over 150 countries. We’ve earned the trust of our clients because of our extensive knowledge in specialty trades and expertise in positioning technologies. This role will be supporting our Estimating software tools aimed at mechanical & electrical contractors. To be successful in this role, you do not need to have a background in mechanical, electrical and plumbing software but you do need excellent communication skills, a desire to assist and help our clients and an interest in technology. Trimble and our MEP products, are some of the leading BIM softwares and we’re constantly improving them. If technology and improved ways of working don’t excite you then this likely isn’t the position for you. -Excellent written and verbal communication skills -Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information -Experience in a customer service role and/or technical support role -Experience in estimating, purchasing and contract management within the construction industry would be an advantage in this role -Strong troubleshooting ability and proven aptitude to learn new software and technology tools quickly -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 -Ability to quickly develop and maintain a high level of knowledge of (MEP) software products and remain expert on current product knowledge both from an internal and from a user perspective

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Benefits

If you are interested in tech and enjoy providing our clients with the solutions they need then you have the opportunity to join a growing global tech business who will invest in you and develop your knowledge of the construction sector and construction software.

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