Cloud Systems Customer Support Professional

Your Title: Cloud Systems Support Specialist

Job Location: Lake Oswego, OR

Our Department: Customer Support

Are you interested in providing advanced-level technical support to customers using cloud-based software solutions?

What You Will Do:

As a Cloud Systems Support Specialist, you will play a critical role in providing advanced technical support to customers using our cloud-based software solutions. You will be responsible for managing complex technical issues, providing in-depth technical troubleshooting, and collaborating with various teams to ensure timely resolution of issues.

In this role, you will work independently, as well as collaborate with the Cloud Support team to provide exceptional customer support. You will have excellent communication skills and be comfortable interacting with customers, providing technical training, and documentation of complex troubleshooting steps.

Primary Duties:

• Provide advanced technical support to customers using our cloud-based software solutions.

• Troubleshoot and resolve complex technical issues related to our cloud-based software products.

• Collaborate with other support teams, such as Software Development and Quality Assurance teams, to ensure timely resolution of issues.

• Develop and maintain an in-depth understanding of Viewpoint's cloud-based software products.

• Create and maintain technical documentation, including troubleshooting steps, for internal and external use.

• Participate in after-hours and on-call duties as required.

What Skills & Experience You Should Bring:

• 5-7 years proven experience working in a technical support role, preferably with cloud-based software solutions.

• Advanced knowledge of Windows Server Administration, including virtualization and cloud infrastructure.

• High-level expertise and experience in network connection troubleshooting, including Network+ certification.

• In-depth knowledge of system administrator tasks, including Active Directory, DNS, Group Policy, Exchange, and SMTP.

• Advanced network architecture knowledge.

• Experience in information security and data management, including GDPR and data privacy regulations.

• Expertise in software installation and troubleshooting, including PowerShell scripting.

• Proven ability to develop and maintain a high level of knowledge of Viewpoint's cloud-based software products.

• Excellent communication and presentation skills across multiple teams.

• Innovative thinker with the ability to solve complex problems and create technical solutions.

• In-depth knowledge of common terminology used in technical support.

About Our Location:

This position is based in Portland, OR. Under a flexible work arrangement (hybrid), this resource primarily supports the Customer Support department and works collaboratively across the teams. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically, hybrid positions are 1-3 days per week or 20%-60% of the month in the office.

About Our Customer Support Division:

Our Customer Support division is committed to providing exceptional customer service and support for our cloud-based construction software solutions for construction companies worldwide.

Trimble's Inclusiveness Commitment:

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed, and most importantly, that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy applies to all applicants.

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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