Technical Customer Support Professional

Trimble

1 - 3 years

4 - 8 Lacs

chennai

Posted:-1 days ago| Platform:

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Skills Required

com ufs customer service networking dbms trimble remote troubleshooting google suite salesforce excel technical support desktop written communication oracle database chat linux desktop support troubleshooting unix communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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