Incident Specialist
Trimble
Job purpose:
The Customer Technology Incident Specialist, positioned within the Customer Technology department of Customer Experience, is responsible for managing the complete lifecycle of technical incidents. This role involves identifying, classifying, responding to, and resolving incidents related to Transporeon platform and its products.
Responsibilities:
Assist in resolving platform incidents by analyzing technical systems
Monitor and respond to platform performance issues
Help maintain and update system documentation
Serve as a point of contact for customers during incident management process
Support the enhancement of internal support processes for better efficiency
Identify and suggest improvements to enhance service quality and customer satisfaction
Collaborate with team members on customer experience improvement projects
Qualifications:
1+ years of experience providing customer technical support
Basic understanding of configuring web-based applications (HTTP/SOAP/REST/FTP)
Foundational technical skills (SQL, XML, XSL, JSON, CSV)
Basic programming skills (Java, JavaScript)
Excellent English language skills (C1 level on the CEFR Scale)
Fluency in the native language of the country of employment
Strong self-motivation and commitment to continuous learning
Excellent communication skills with both internal and external customers
Problem-solving and analytical approach with the ability to interpret technical solutions
