Technical Support Representative

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.

As a Technical Support Representative, you will deliver exceptional customer service in both French and English, 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 provide 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.

Responsibilities:

• 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.

Required Skills and Experience:

• Native French Speaker
• Fluent in English
• 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

Preferred Skills and Experience

• 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

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

Join a Values-Driven Team: Belong, Grow, Innovate.

At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

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