Job Description:

JOB TITLE: TECHNICAL CUSTOMER SUPPORT PROFESSIONAL

DEPARTMENT: DETAILING AND FABRICATION SUPPORT

POSITION OVERVIEW:

THE TECHNICAL CUSTOMER SUPPORT PROFESSIONAL REQUIRES THE GREATEST LEVEL OF TECHNICAL EXPERTISE AND ADDRESSES THE MOST COMPLEX TECHNICAL PROBLEMS. TIER II TICKETS OUTSIDE OF SCOPE WILL BE HANDLED BY THIS TIER III SUPPORT PROFESSIONAL. THIS LEVEL OF SUPPORT REQUIRES INDUSTRY KNOWLEDGE AND A HIGH LEVEL OF EXPERTISE WITH THE SPECIFIC SOFTWARE.

PRIMARY SUPPORT FUNCTIONS:

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PROVIDE TECHNICAL SUPPORT VIA: EMAIL, PHONE, AND REMOTE METHODS SUCH AS TEAM VIEWER FOR TEKLA STRUCTURES, TEKLA EPM, TEKLA EPM GO, AND TRIMBLE CONNECT.
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ASSIST WITH TIER I AND/OR TIER II CASES THAT ARE ESCALATED TO TIER III.

SECONDARY SUPPORT FUNCTIONS:

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PARTICIPATE IN INTERNAL TRAINING AND HELP INCREASE KNOWLEDGE BASE.
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LICENSING SUPPORT ACROSS PRODUCTS - TEKLA STRUCTURES, TEKLA EPM, TEKLA EPM GO, MODEL SHARING, AND TRIMBLE CONNECT.
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TEKLA ONLINE ACCOUNT SETUP.
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TRIMBLE IDENTITY ISSUES.
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BASIC ISSUES RELATED TO TRIMBLE CONNECT USAGE.
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REMAIN ACTIVE IN THE PHONE SUPPORT QUEUE DURING ALL WORK HOURS.
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ACTIVELY TAKE CASES FROM THE MAIN SUPPORT QUEUE.
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UTILIZE MISCELLANEOUS SUPPORT SYSTEMS TO PROVIDE SOLUTIONS TO THE TOPICS IN WHICH YOU ARE HANDLING TO INCLUDE, BUT NOT LIMITED TO: ADVANCED FIND SEARCHES WITHIN CRM, REVIEWING PAST CASES, TEKLA USER ASSISTANCE, TRAINING DOCUMENTATION, TIER I AND TIER II SUPPORT, AND RESOURCE TEAMS VIA GOOGLE CHAT.
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CREATE SUPPORT ARTICLES RELATED TO THE TOPICS IN WHICH YOU ARE HANDLING.
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CREATE AND MAINTAIN JIRA DEFECTS REGARDING SOFTWARE ISSUES NEEDED TO BE RESOLVED BY THE DEVELOPMENT TEAMS.
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CREATE AND MAINTAIN JIRA FEATURE REQUESTS REGARDING SOFTWARE IMPROVEMENTS.

PREFERRED SKILLS:

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3+ YEARS OF EXPERIENCE WITH TEKLA STRUCTURES
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3+ YEARS OF EXPERIENCE IN THE STEEL FABRICATION/DETAILING INDUSTRY
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1+ YEARS OF EXPERIENCE WITH TEKLA EPM

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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