Application Customer Support

Your Title: Application Customer Support

Our Division: SketchUp

Do you thrive on turning technical challenges into positive customer experiences?

Role Overview

As a Technical Support Representative, you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone. You will meet our customers where they are at by providing a friendly experience, while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self-sufficient SketchUp users.

What You Will Do

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.

• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.

• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.

• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.

• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.

• Document cases for customer requests from all channels: phone calls, chats, emails, and queues.

• Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:

  • Billing and invoicing

  • Account authorization

  • Entitlement management

  • Download and installation

  • SketchUp Extensions

  • Crash identification

  • Bug tracking

• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.

• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.

• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

What Skills & Experience You Should Bring

• Bachelor's Degree or equivalent experience in a customer solution environment

• 2 years of experience supporting customers via chat, email, and phone

• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base

• Technical proficiency and familiarity with computer systems, software, and Google Suite

• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences

• Time management and prioritization skills, enabling high quality and time sensitive customer communications

• Attention to detail while working through issue discovery and documenting case notes

• Able to maintain composure and professionalism during high-pressure situations

• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers

• Comfortable working in a remote environment, with occasional in office meetings

What Skills & Experience You Could Bring

• Knowledge of 3D modeling, 3D graphics processing or energy performance.

• Background in Engineering, Architecture, Design, or User Experience.

• Customer Support Center Experience

• Experience in multiple operating systems, such as Windows, Android, iOS, Microsoft

• Familiarity with customer support software, ticketing systems, and remote support tools

Trimble SketchUp

SketchUp is one of the most popular 3D modeling and design tools in the world. Today, hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.

Dedicated to the world's tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit: www.trimble.com

Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor.

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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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