Technical Customer Support

Your Title: Technical Customer Support Professional

Job Location: Chennai

Night Shift: Yes

Our Division: CCFS Cloud Software

What You Will Do

The Technical Customer Support role is crucial for providing high-level technical assistance to end-users, field engineers, technicians, and product support personnel. This role involves diagnosing, troubleshooting, repairing, and debugging complex sophisticated software, and networked and/or wireless systems. You will be a key player in addressing issues where primary product support has not resolved software problems. Additionally, you will contribute to product improvement by reporting design, reliability, and maintenance issues.

As a Technical Customer Support Professional, you will serve as a vital liaison between our dealers/customers, Global Support and Trimble, providing enterprise-level support for our products and services. Your role will involve answering customer inquiries, resolving issues, coordinating escalation procedures, and contributing to the delivery of support, training, and other related processes. This position is crucial for maintaining high customer satisfaction and ensuring the effective use of our applications.

Employee Value Proposition (EVP):

This position offers an excellent opportunity to engage in challenging technical problem-solving, directly impacting customer satisfaction and product reliability. You will work closely with a variety of technical professionals, gaining insights into complex technical systems and enhancing your problem-solving and communication skills. Your contributions will be essential in maintaining the high quality and reliability of our products.

• Advanced Technical Support 

• Problem Analysis and Reporting 

• Customer Installation and Training 

• Documentation and Knowledge Sharing 

What Skills & Experience You Should Bring

• Bachelor's degree in a relevant technical field (preferred).

• Proven experience in providing technical support for complex electro/mechanical equipment, computer systems, software, or networked/wireless systems.

• Exceptional troubleshooting and problem-solving skills.

• Proficiency in utilizing technical tools and resources.

• Excellent communication and interpersonal skills.

• Ability to collaborate effectively with diverse teams and customers.

• Strong customer-centric mindset and dedication to delivering exceptional technical support.

Technical Skills

Product Knowledge: In-depth understanding of the product(s) being supported and its associated product(s), including features, functionality, and common issues.

Troubleshooting: Ability to diagnose and resolve technical problems through systematic troubleshooting processes. Basic knowledge of AI to train agents with support documents and utilize the trained agent to troubleshoot tickets.

Technical Writing: Proficiency in documenting issues, resolutions, and creating user guides, help documents and FAQs.

Software Proficiency: Familiarity with customer support software (e.g., Salesforce, Jira, Azure Devops, FreshService), CRM systems, and support tools.

Infrastructure, Monitoring tools and Basic Networking: Understanding of Azure and AWS cloud, monitoring and logging tools like Grafana, Sumologic, DataDog, PRTG and basic network is essential to troubleshoot and provide solutions to support tickets.

Operating Systems: Knowledge of various operating systems (Windows, MacOS, Linux) and how they interact with the product.

Scripting/Programming: Basic understanding and willingness to enhance knowledge in scripting and programming languages like Python, JavaScript, Java and React and databases like MySQL and MongoDB to develop support tools, provide bug fixes and write scripts needed for the support process.

Microservices/APIs: Basic knowledge of microservices, APIs and tools like Postman to invoke APIs involved in the application and dependency services to troubleshoot support tickets.

Soft Skills

Communication: Excellent verbal and written communication skills to effectively convey information to customers, dealers, global support team and colleagues.

Customer Service: Strong customer service orientation, with the ability to remain patient, empathetic, and professional under pressure.

Problem-Solving: Analytical skills to identify issues, determine root causes, and implement solutions efficiently.

Time Management: Ability to prioritize tasks, manage multiple cases simultaneously, and meet deadlines.

Team Collaboration: Ability to work effectively in a team, sharing knowledge and learning from others.

Adaptability: Willingness to learn new technologies and adapt to changing products and customer needs.

Other Relevant Skills

Multilingual Ability: Fluency in multiple languages can be a significant advantage in supporting a diverse customer base.

Training and Mentoring: Experience in training new team members or customers on product use.

Data Analysis: Basic skills in analyzing support data to identify trends and areas for improvement.

Knowledge of Industry Standards: Understanding of industry-specific standards or regulations that might affect the product or its use.

About Trimble

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

About Your Location

Hybrid location verbiage: Under a flexible work arrangement (hybrid), this resource primarily supports the Field Systems Segment and works collaboratively across the CCFS Cloud Software teams.

In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time working in the office based on the position and the business need. Typically hybrid positions are 0-5 days per week, or 0%-100% of the month in the office.

This role requires working in Shifts including night shift in flexible working hours. 

About Our [Division] Division

We work on cloud solutions that help connect office and field for civil construction softwares

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