Customer Support
Trimble
Your title: Customer Support Agent
Job location: Poland, Krakow
Our Department: Operations - Customer Support
As a 1st Line Customer Support Agent, you are the first contact towards customers via phone and / or mail created tickets. The job is to provide technical support and customer service to customers using the Trimble Transportation products and services. First line will always be correct upwards customers and is aiming to find a correct solution. You handle customer inquiries on a daily basis and provide support on installations and validations of our products. This support is time-sensitive and the aim is to rectify a problem promptly for the customer and/or to escalate when necessary.
Your key responsibilities are:
handling support calls via triage, ensuring no calls are rejected
managing support tickets in assigned language queue(s) (FIFO)
performing initial analysis of reported issues
conducting validation calls and follow up with installers
handling Return Authorizations (RA) tickets
adhering to escalation and support policies
communicating effectively with customers through various channels
Desired skills and experience:
fluent German, proficient English and the ability to use them in verbal and written formal communication
comfortable in an IT and software environment
high level of organizational skills, pro-activity, and reliability
willingness to learn new products and procedures
prior experience working in customer support centers is a plus
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.
