Who We Are
Trimble MAPS is dedicated to transforming journeys through innovative routing, scheduling, visualization and navigation solutions. Rooted by map data and map-centric technology specifically designed for commercial vehicles, its development platform and trusted products are made for a broad range of industries, workforces and fleets of all sizes.
Job Title: Technical Support Analyst, Oklahoma City
Working Locations:
Role is currently based on a "hybrid" working pattern involving a blend between remote working and time in our Oklahoma City office.
Job Description
Reporting to the Technical Support Manager you will be the technical liaison helping to solve challenges and troubleshoot issues that customers and partners encounter using the Trimble MAPS product suite including standalone PC software, service integrations, client-server based customer/partner solutions, and mobile software.
You will be responsible for troubleshooting complex technical issues, identifying and reporting software bugs and usability problems for remedial action as part of a program of continual improvement, collaborating with various cross functional teams including product, development, and implementation.
This role requires excellent communication skills as you will be working directly with customers and partners on a daily basis. It is a fast paced environment requiring collaborative work with a number of different stakeholders and technical specialists across a wide range of technologies and environments.
Core Functions:
Handle customer service situations in a professional and sensitive manner
Learn and continuously build product knowledge
Solve highly technical issues for customers and deliver solutions and workarounds while following SLA requirements
Identify and elevate work-stoppage issues for customers and use proper escalation methods to report to managers
Remote into servers and customer computers to provide hands-on solutions
Review relational databases and identity tables and manipulate data in test environments
Own customer issues from creation to resolution
Ensure the highest level of customer satisfaction by providing timely and up-to-date communication via ticketing system and/or phone
Provide Android and iOS mobile device assistance
Required Skills/Qualifications:
Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience
Strong troubleshooting and analytical skills on Windows based computers
Working knowledge of SQL queries, tables, etc
Solid understanding of web services - XML/REST/SOAP
Knowledge of internet based systems, ideally including experience web based applications
2-4 years in a customer support role managing tickets
Excellent fluent English verbal and written skills
A collaborative approach to engaging peers, stakeholders and cross functional specialists to deliver customer solutions in a professional manner maintaining client satisfaction as a primary goal
Flexibility and an ability to work under pressure with minimal supervision to meet deadlines in a fast moving environment
Ability to handle business critical on-call, after-hours requests
Desirable Skills/Qualifications:
Basic knowledge of IIS and RDP
Mobile Device knowledge of the main mobile and desktop platforms, including iOS, Android, and Windows
Knowledge of programming languages
Trimble MAPS offers great benefits such as a generous PTO package, paid healthcare, 401K, ESPP, education reimbursement, and many wellness initiatives. We also offer flexible schedules, casual dress, volunteer opportunities, child care discounts, and a corporate women's network.
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. EOE/M/F/V/D