Technical Customer Support Professional

Technical Customer Support Professional

Shift Timings: 12 PM to 9 PM (subject to change based on daylight saving) Location: Chennai (In Office)

Position Overview:

The Support Analyst is the first point of contact for users of Trimble products and is responsible for troubleshooting and resolving reported hardware, software and field service issues. The Support Analyst ensures that incident response and resolution is accomplished in a timely, accurate and customer-centric manner and within established service level agreements (SLAs). When required, the Support Analyst will escalate service incidents to L2 / L3 Support. The Support Analyst will continue to operate as the point-of-contact to the customer until the incident is resolved.

Key Responsibilities:

• Receive client inquiries via phone, chat, systems or email and follow defined processes for managing support cases through resolution, within agreed SLA timescales
• Manage support cases through effective troubleshooting and escalation as necessary in order to meet or exceed client expectations.
• Professional and proactive communication
• Maintain regular client communication through case resolution.
• Develop and build expert knowledge on Trimble UFS products, tools and solutions including known limitations and workarounds that can be effectively utilized to solve reported problems.
• Adhere to support tracking/classifying and service-level enforcement processes.
• Coordinate on-site service with Field Technicians and customers via email and/or phone calls and ensure timely scheduling for satisfactory delivery of service.
• Receive phone calls from Installers onsite and provide remote troubleshooting to assist the Installer with successful install or service.
• Partner with the different groups (Operations, Field Service, and engineering and product management) to resolve customer issues.
• Function with a high level of customer centricity and act as an advocate for the customer.
• Able to perform with minimal supervision.

Qualification / Education:

• Minimum requirement of Associate Degree or BA / BS in Computer related fields, or equivalent technical support experience.
• One to three years' experience in technical support or customer service with an emphasis on networking, database and or desktop support is desired
• Experience with Microsoft Word and Excel and Google Suite of products Experience using Salesforce.com is desired
• Excellent communication skills (verbal and written communication) Self-motivated, with a proven ability to learn quickly, multi-task and work well as part of a team
• Excellent organizational, time management and follow up skills

Preferred Skills, Abilities & Experience:

• Basic understanding of Oracle Database & Unix/Linux
• Desire to learn and acquire new skills