Job Details

**Location |** US - Remote, OR, Oregon, United States of America **Application Support Level I/II - TEAM**

**Job Description**

**The Support Specialist is responsible for resolving application and system related issues in web based, self-hosted and cloud deployed Viewpoint environments. This role serves as a support liaison between Viewpoint, third-party vendors and our customer.**

**Essential Duties & Responsibilities**

* **Provide telephone, Internet and chat support to customers who have questions or issues related to application, system configuration/setup, product functionality (attachments, scanning, printing, exporting) and hosted software services**

* **Troubleshoot and solve technical issues including system performance, permissions, connectivity, login issues and application errors.**

* **Provide assistance to other departments as needed.**

* **Monitors, tracks, and documents customer support calls and related activities in CRM system.**

* **Effectively document issues/feedback from customers for use by Development in research and resolution of defects.**

* **Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.**

* **Serves as an on-call resource for International calls and scheduled after-hours maintenance and software installations as part of normal department rotation, as assigned.**

****Competencies****

* **Excellent problem-solving skills, a strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues.**

* **Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.**

* **Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.**

* **Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.**

* **Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.**

* **Demonstrates accuracy, thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.**

* **Well-organized, self-directed team player. Remains open to others ideas, and exhibits willingness to try new things.**

* **Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.**

* **Demonstrates professionalism, discretion, and good judgment in all interactions with coworkers, customers, vendors and others.**

* **Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment.**

* **Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.**

* **Ability to quickly develop and maintain a high level of knowledge of Viewpoint software products and remain expert on current product knowledge both from an internal and from a user perspective.**

**Qualifications**

****Required:****

* **Bachelors degree, preferably majoring in Business or Computer Science, and relevant customer support experience as indicated below *or an equivalent combination of education and experience.***

* **Troubleshooting ability and proven aptitude to learn new software and technology tools quickly.**

* **Familiarity with functionality and utilities of mobile devices including smart phone and tablets.**

* **Experience with web based application systems and their trouble shooting techniques. For instance working with APIs, integrating with IIS Servers, etc.**

* **Basic knowledge of Project Documents such as RFI, Submittals, Workflow concepts is very nice to have.**

* **Working knowledge of MS IIS (Internet Information Services)**

* **Working knowledge of configuring MS Outlook with IMAP/POP/Exchange servers**

* **General desktop IT skills including printing, scanning, software installation**

* **Demonstrated knowledge of basic networking concepts and terminology**

* **Working knowledge of basic standard software such as: MS Office suites, Adobe suites, multiple Windows OS platforms**

* **Experience with remote desktop takeover tools (WebEx, GoToMeeting,)**

* **Strong and articulate telephone personality and the ability to create rapport**

* **Ability to work within coverage expectations of the Support department**

* **Experience working in a support call center or desktop IT support center**

* **Construction industry experience is desirable but not required.**

* **Knowledge of SQL Server Database Administration, and relational database concepts**

* **Intermediate understanding of DNS and DNS record management**

****Working Conditions****

**Work takes place in an office setting. High stress levels may occur. This is a coverage position that requires the ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required. May travel occasionally to customer sites.**

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

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 applicants sex or other status protected by local, state, or federal law.

**Hiring Range |** $25.58 - $32.67

**Bonus Eligible |** No

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