Trimble
Technical Support Representative
Location: Westminster, California, USA
Division: Architecture and Design
Do you thrive on turning technical challenges into positive customer experiences?
Role Overview As a Technical Support Representative you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone. You will meet our customers where they are by providing a friendly experience while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self‑sufficient SketchUp users.
What You Will Do
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customers' technical issues.
Thoroughly review all customer communication using plain language to ensure understanding and ask for feedback to ensure effective communication.
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
Document customer interaction for each case, including contact information, how the customer is experiencing the issue, and troubleshooting steps.
Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
Assist customers with account and subscription management, process refunds, and handle technical issues related to SketchUp, including:
Billing and invoicing
Account authorization
Entitlement management
Download and installation
SketchUp Extensions
Crash identification
Bug tracking
Effectively apply and exhaust relevant knowledge‑base content and other resources to efficiently qualify escalation of customer requests.
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
What Skills & Experience You Should Bring
Bachelor's Degree or equivalent experience in a customer‑solution environment
2 years of experience supporting customers via chat, email, and phone
Customer‑focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
Time‑management and prioritization skills enabling high‑quality and time‑sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high‑pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment with occasional in‑office meetings
What Skills & Experience You Could Bring
Knowledge of 3D modeling, 3D graphics processing, or energy performance
Background in Engineering, Architecture, Design, or User Experience
Customer Support Center Experience
Experience in multiple operating systems such as Windows, Android, iOS, and Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools
Trimble SketchUp SketchUp is one of the most popular 3D modeling and design tools in the world. Hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.
Compensation Hiring Range: $19.42 – $24.26 per hour (Hourly)
Bonus Eligible: No Commission Eligible: No
Benefits 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.
How to Apply Please submit an online application for this position by clicking on the Apply Now button located in this posting.
Application Deadline Applications will be accepted until at least 30 days from the posting date.
EEO Statement At Trimble we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences knowing they make us stronger and more innovative. We are proud to be an equal‑opportunity employer welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble.
Key Skills DHCP, SQL, Active Directory, VOIP, VMware, Customer Service, Windows, Troubleshooting, Java, VPN, SharePoint, Hardware, DNS, Technical Support, Software Applications
Employment Type Full‑Time
Experience Years: Unclear Seniority
Vacancy 1
Monthly Salary 19 – 24
Trimbles Privacy Policy
If you need assistance or would like to request an accommodation in connection with the application process, please contact
help@trimble.com .
#J-18808-Ljbffr
Location: Westminster, California, USA
Division: Architecture and Design
Do you thrive on turning technical challenges into positive customer experiences?
Role Overview As a Technical Support Representative you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone. You will meet our customers where they are by providing a friendly experience while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self‑sufficient SketchUp users.
What You Will Do
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customers' technical issues.
Thoroughly review all customer communication using plain language to ensure understanding and ask for feedback to ensure effective communication.
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
Document customer interaction for each case, including contact information, how the customer is experiencing the issue, and troubleshooting steps.
Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
Assist customers with account and subscription management, process refunds, and handle technical issues related to SketchUp, including:
Billing and invoicing
Account authorization
Entitlement management
Download and installation
SketchUp Extensions
Crash identification
Bug tracking
Effectively apply and exhaust relevant knowledge‑base content and other resources to efficiently qualify escalation of customer requests.
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
What Skills & Experience You Should Bring
Bachelor's Degree or equivalent experience in a customer‑solution environment
2 years of experience supporting customers via chat, email, and phone
Customer‑focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
Time‑management and prioritization skills enabling high‑quality and time‑sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high‑pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment with occasional in‑office meetings
What Skills & Experience You Could Bring
Knowledge of 3D modeling, 3D graphics processing, or energy performance
Background in Engineering, Architecture, Design, or User Experience
Customer Support Center Experience
Experience in multiple operating systems such as Windows, Android, iOS, and Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools
Trimble SketchUp SketchUp is one of the most popular 3D modeling and design tools in the world. Hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.
Compensation Hiring Range: $19.42 – $24.26 per hour (Hourly)
Bonus Eligible: No Commission Eligible: No
Benefits 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.
How to Apply Please submit an online application for this position by clicking on the Apply Now button located in this posting.
Application Deadline Applications will be accepted until at least 30 days from the posting date.
EEO Statement At Trimble we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences knowing they make us stronger and more innovative. We are proud to be an equal‑opportunity employer welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble.
Key Skills DHCP, SQL, Active Directory, VOIP, VMware, Customer Service, Windows, Troubleshooting, Java, VPN, SharePoint, Hardware, DNS, Technical Support, Software Applications
Employment Type Full‑Time
Experience Years: Unclear Seniority
Vacancy 1
Monthly Salary 19 – 24
Trimbles Privacy Policy
If you need assistance or would like to request an accommodation in connection with the application process, please contact
help@trimble.com .
#J-18808-Ljbffr