Customer Support Job Coleman Florida USA,Customer Service/HelpDesk

Location: Coleman

Technical Support Representative

Our Division: AECO Customer Experience

Job Level: All C2's, P2's, and T2's.

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 Product 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 customers' technical issues.

Thoroughly review all customer communication, using plain language to ensure understanding, and ask 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 and handle technical issues related to Trimble Products:

Billing and invoicing
Account authorization
Entitlement management
Download and installation
Product 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

Background in Engineering, Architecture, Design, or User Experience.
Customer Support Center Experience
Experience in multiple operating systems, such as Windows, Android, iOS, and Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools