Technical Support Analyst

2 months ago

Minneapolis, United States Trimble Inc. Full time

Your Title: Technical Support Analyst
Job Location: Remote
Department: AgileAssets

The Technical Support Analyst will work directly with Clients, the Client Success Managers and the Product team to provide ongoing technical support post implementation of the AgileAssets software. Responsibilities include identifying, analyzing, prioritizing, and resolving client support cases with suitable technical solutions that satisfy business needs and ensure long-term client
success. The Technical Support Analyst will learn how AgileAssets software functions, how to configure our software to meet the needs of diverse clients, and to provide effective support to enable customers to do the same and be able to communicate effectively with cross-department stakeholders within AgileAssets and the Clients' organization.


What You Will Do:

  • Learn how to contribute to the numerous facets of AgileAssets software support including software setup and configuration, installation, data conversion, integration and interfacing, system validation, and post implementation support.
  • Assist in creating custom reports, defining best practices for software utilization, reporting software defects and enhancements for product development, and contributing refinements to end-user documentation.
  • Diagnose and resolve customer inquiries and issues via email or telephone, contribute each new diagnosis and resolution to a common knowledge base, and represent the customer to product management and software development to maximize customer value.
  • Ensures accountability and responsibility to meet customer commitments.
  • Maintain client specific SLAs in SalesForce and ensure that those are met for each customer request submitted.
  • Use appropriate tools and technologies (e.g., SQL, Jasper Reports) and provide requisite data extracts.
  • Use appropriate tools for software code check-ins (e.g., Bitbucket, SourceTree) for software enhancements and changes into source control.
  • Test software solutions and configuration to ensure that the client's technical requirements are met.
  • Escalate extremely complex customer or product issues to Client Success Managers, cross-departmentally or to the Management/Executive level as needed.
  • Stay current on new technologies and AgileAssets Software Product enhancements and design changes.
  • Ability and willingness to travel to client sites as needed

What Skills & Experience You Should Bring:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum of 2 years' experience and a demonstrated proficiency in data extraction, analysis, and scripting tools, preferably Oracle SQL.
  • Minimum of 1 year of experience with Business Intelligence Reporting such as Crystal reports, or Jasper Reports.
  • Minimum of 2 years' experience as a support analyst or technical consultant.
  • Knowledge of SaaS, enterprise systems, CRM and ERP preferred
  • Experience in Incident and Problem management
  • Experience working with a help desk tool such as Jira Service Desk or Salesforce is desired.
  • Knowledge of source control code processes and ability to use git, bitbucket and related tools for code check ins.
  • Proficiency and hands-on experience with programming, scripting languages, web services or API, and relational databases.
  • Excellent interpersonal, written, and oral communication skills
  • Ability to work well with all levels of an organization
  • Self-motivated, energetic and Proactive in nature with a desire to work in a fast-paced environment

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

Trimble's Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy

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Pay Equity

-

Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Hiring Range:

57200

-

74300

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Bonus Eligible?

No

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contactAskPX@px.trimble.com
It is Trimble's policy that candidates are entitled to equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation or the presence of a medical condition or disability.

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