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 www.e-builder.net

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

Responsibilities:

  • 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

www.e-builder.net

#supportservice


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Technical Support Analyst

Trimble Navigation Limited Inc