Technical Support Analyst

Trimble Navigation Limited Inc Plantation , FL 33388

Posted 6 months ago

The Technical Support Analyst provides outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise. The right candidate recognizes the importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. This position requires strong oral and written communication skills that are delivered via multiple channels including phone and email. The Technical Support Analyst drives resolution for client incidents by having a solid understanding of different systems, applications and support procedures. Will actively pursue root cause and resolution of more complex problems to enhance own knowledge levels. The qualified candidate is a team player who is highly-motivated and solution- driven. This position demands excellent time and priority management skills and the ability to handle several tasks simultaneously.

About e-Builder:

Founded in 1995 and based in Plantation, Florida, e-Builder, a Trimble Company, is the pioneer of a fully integrated, cloud-based construction management software. Our client list reads as the "who's, who" in all our vertical markets: Facebook, CalTech, INOVA Healthcare, and Chicago Transit Authority to name just a few - . As one of the fastest growing companies in South Florida, we are proud to be named a 'Florida Company to Watch,' to be nominated as one of South Florida's best places to work and have our CEO named South Florida Business Journal's Ultimate CEO. We're excited to find innovative ways to combine technology with construction with a fun work environment. To learn more about our award-winning organization and corporate culture visit

In this role you will be responsible for providing top-notch customer support and will also work closely with other teams throughout the organization. This includes but is not limited to:

  • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions

  • Understand customer requirements and level of adoption with the e-Builder product

  • Research customer environment settings and configuration information quickly, from alternative perspectives

  • Incident ownership from initial customer contact to resolution which includes supporting escalations if appropriate and providing customer updates

  • Responsible for entering and maintaining customer problem/description detail integrity within Incident Management system

  • Consistently model the highest levels of support orientation and professionalism

  • Deliver clear and concise communication including the ability to discuss technical issues with operational staff and clearly summarize for senior management or other stakeholders


  • Maintain high levels of Customer Satisfaction tracked through NPS (Net Promoter Score)

  • Performs upfront/preliminary incident analysis to understand the impact, severity and risk of the problem

  • Work cross organizationally to ensure problems are solved promptly and effectively

  • Communicates highly technical information to both technical and nontechnical personnel

  • Minimize issue resolutions time-frames through case aging metrics

  • Provides effective customer support in a 24X7X365 production environment (rotating on-call and holiday support may be required)

Attributes/Skills Required:

  • Experience supporting customers and/or end users within a hosted, Software as a Service (SaaS) offering

  • Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills

  • Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications Knowledge of basic problem resolution and escalation practices

  • Ability to provide appropriate level of support and guidance with e-Builder applications and procedures

  • Effective use of listening skills to develop an understanding of client inquiries and problems.

  • Self-motivated to learn new technology and new ways to deliver support

  • Problem Solving and critical thinking skills

  • Excellent Windows, network, and web browser troubleshooting skills.

  • Excellent consultative customer service skills

  • Self-directed and motivated with a high sense of urgency

  • Ability to work independently and learn quickly

  • Understands and has worked in an environment which adheres to SLA's

  • Experience in handling difficult or sensitive situations

  • Organized, self-motivated, hardworking, dedicated, with a strong sense of accountability

  • Positive, 'can do' attitude

If you can accomplish the above then you have what it takes to be a successful Technical Support Analyst here at e-Builder!

We are an Equal Opportunity Employer & a Drug-Free Workplace


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Manager Technical Program Management Compute

Magic Leap

Posted Yesterday

VIEW JOBS 10/17/2019 12:00:00 AM 2020-01-15T00:00 Job Description * Highly motivated leader with the technical skills and team leadership behaviors required to deliver Magic Leap's next generation spatial computing device. * Working in an agile, startup environment, the Compute Senior Program Manager will be responsible for the design, development, commercialization, and on-time delivery of custom Asics required by our next generation spatial computing device. Responsibilities: * Define program scope, goals and deliverables; incorporate input from cross-functional team members and communicate to senior stakeholders. * Create, maintain, and drive schedule by monitoring progress, coordinating activities, and resolving problems. Implement, manage, and communicate program changes. * Actively assess program health, utilize technical, managerial, and leadership skills to keep program velocity on track. Understand and exercise escalation process both internally and externally to ensure high quality, on-time delivery. * Lead complex technology partnerships with external vendors, integrate external teams and results into critical path and manage deliverables against SOW's. * Work closely with product owners and dependent product teams in defining the vision and ensuring team is doing the right thing for the end user. * Prioritize team activities, lead decision-making process, and make appropriate commitments to dependent teams and stakeholders. * Lead team through cycles of learning during the development process, advocate continuous improvement in product and process performance. * Proactively identify and manage program risk; apply sound engineering problem-solving techniques and innovative mitigation plans to deliver excellence. * Lead design control activity, including but not limited to requirements, risk analysis, verification and validation protocols and reports, design transfer. * Implement metrics as required bringing visibility to product and program health. * Lead process improvement as required to deliver scope of work assigned. * Facilitate design reviews according to quality requirements, ensure appropriate technical authorities are represented and design feedback is incorporated. * Support Quality Assurance and Regulatory Affairs during relevant Corrective & Preventive Actions (CAPA) and Nonconforming Product Report (NPR) investigations. * Assist in management of headcount, budget, and purchasing activities. Qualifications: * Drive, drive, and drive. Appropriate balance of gracious and tenacious. * A minimum of 7 years of experience in a technical program management, program management, or product development role. * Experience designing, developing, and launching to mass production custom ASICs for consumer electronic devices. * Deep understanding of hardware and software development processes and procedures as well as knowledge of the product development life cycle. * Track record of understanding of how and when to use popular project management methodologies (Agile, Waterfall, Critical Path, etc.). * Excellent organizational, communication, and interpersonal skills. * Proficient in Microsoft and Google productivity suites and working knowledge of Jira, Kanban, Tableau, etc. Education: * Bachelor's degree in Electrical Engineering, Computer Science, or Physics, Master's degree preferred * PMP certification, CSM, 6 Sigma certification preferred Additional Information * All your information will be kept confidential according to Equal Employment Opportunities guidelines. Magic Leap Plantation FL

Technical Support Analyst

Trimble Navigation Limited Inc