Your Title: Support Analyst - ProjectSight
Job Location: Hyrbrid - Westminster, CO or Lake Oswego, OR
Our Department: AECO

Do you love helping people solve problems?  Do you enjoy getting into the details of how software works?

What You Will Do
The Support Analyst serves as the first point of contact for Trimble clients and partners that utilize Trimble’s ProjectSight products. Your main focus will be on troubleshooting and providing resolutions to technical issues. You will ensure that issue resolutions are accomplished and communicated in a timely, accurate, and customer-centric manner. When necessary, you will escalate cases to a Product Lead for additional troubleshooting, but will continue to be the go-to contact point for our customers. 

• Communicate with users to resolve technical issues via phone, email, chat, and screen-share meetings.

• Develop and maintain expert knowledge of ProjectSight as well as any related Trimble products and services.

• Provide limited technical support for networks, operating systems, relational databases, and third-party products (logging tools, customer portal websites, etc.)  within the scope of ProjectSight products and solutions.

• Leverage subject matter expertise to effectively investigate and troubleshoot issues, and assist users.

• Manage case workload through effective prioritization, troubleshooting and escalation as necessary in order to meet or exceed customer expectations.

• Deliver an exceptional customer experience, building and maintaining relationships with customers of varied roles and knowledge.

• Effectively communicate and troubleshoot for the entire life of a case, providing resolutions to reported questions and issues.

• Document discovered solutions and troubleshooting for later use by customers and by other support personnel.

• Provide occasional After-Hours Support (AHS) on a rotating basis.

• Perform other duties as required.

What Skills & Experience You Should Bring

• Minimum of 2 years experience in a software-based Technical Helpdesk/Support role required.

• Experience troubleshooting browser-based software.

• Messaging Technologies (MAPI, POP3/SMTP, SPF, DKIM, DMARC)

• Experience in architecture, engineering, construction or related fields

• BIM (Building Information Modeling)

• Software – Prolog, ProjectSight, and other construction management or accounting software

• Relational database architecture and concepts (SQL Server)

• Familiarity with iOS and Android Phones and Tablet devices

• Familiarity with browser developer tools and website/API interfaces

About Your Location

In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time working in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.

About Our Division
Trimble is an industrial technology company transforming the way the world works by delivering solutions that enable our customers to thrive. As one of Trimble’s core business sectors, Trimble Construction provides technology solutions that make it easier than ever for construction customers to accelerate project processes and team productivity through each stage of construction, ensuring everyone is on the same page whether or not they’re in the same place. 

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

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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:

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Bonus Eligible?

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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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