Technical Support Analyst

Job Title: Technical Support Analyst Job Location: Remote in either UT, CO, WI, AL or NY preferred Our Department: Cityworks We are currently seeking an Technical Support Analyst in our Cityworks Permits, Licensing, and Land (PLL) division. Position Overview: Position reports to a Customer Support Team Lead Individual will be working with clients from local government who are utilizing Cityworks PLL Individual will be working with Business Partners who are implementing Cityworks PLL Individual will be working closely with the entire customer support team Individual will collaborate with Subject Matter Experts, Customer Success Managers, Project Managers, and Developers What You Will Do: Log communication with customers in CRM originating via multiple channels: phone, chat, email, and web portal Hold screen-share web meetings with customers to pinpoint the root cause of reported issue Research available resources to locate known resolutions to help ensure timely resolution of customer issues, and contribute to customer satisfaction and retention Utilize problem-solving skills to identify cause of problems reported by the customer Provide accurate responses and potential solutions Respond in a positive, friendly, confident way to customers' questions Rely on instructions, pre-established guidelines, experience, and judgment to plan and accomplish daily tasks A certain degree of creativity and latitude is expected Perform tasks while being moderately supervised to assure a quality support experience Supervision may include content review for emails and web interaction Participate in continuing education opportunities What Skills & Experience You Should Bring: Preferred Skills, Abilities & Experience: Excellent interpersonal and communication skills Exceptional problem-solving skills are a must Experience in Cityworks, Esri GIS, and technical support Excellent organizational, data and knowledge retention, and time management skills. Knowledge of leading database systems (Oracle and/or SQL Server) is a plus Knowledge of municipal/county community development, planning, building inspection, and assessment is a plus.

Knowledge of Salesforce CRM is a plus Knowledge of Information Systems a plus A strong work ethic with the ability to work independently An aptitude for working in a changing environment, managing multiple priorities, and working effectively with teams in different time zones. Education: BS/BA in Geographic Information Systems (GIS), Urban Planning, Information Systems, or similar field About Trimble Cityworks: Cityworks, a Trimble Company, is the world's first GIS-centric management solution for Public Works, Utilities, and Local Government. We offer leading enterprise asset management (EAM) software for utilities and local government.

Our solutions address the global challenges associated with maintaining and replacing aging utility, transportation, and public assets and infrastructure. Cityworks is a GIS-centric enterprise management tool available in conjunction with Esri's ArcGIS Server, as well as with most other platform offerings and extensions to ArcGIS. Our company supports the ability to create and track permits, cases, licenses, service requests, work orders, inspections, and tests while managing the tasks, resources (labor, material, and equipment) associated with maintenance activity.

We are fully integrated with Esri's leading GIS technology, Microsoft Office, and Crystal Reports. 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 - 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 applicant's sex or other status protected by local, state, or federal law. - Hiring Range: 50200 - 64100 - Bonus Eligible? No - 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. - Trimble is proud to be an equal opportunity employer. We welcome and embrace our candidates' diversity and take affirmative action to employ and advance individuals without regard to race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics.

We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with the Company, and we consider qualified applicants consistent with applicable federal, state, and local law. The Company is also committed to providing reasonable accommodations for individuals with disabilities, and individuals with sincerely held religious beliefs in our job application procedures.

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