Job Title: Technical Customer Support
Job Location: Remote - Mexico
Our Division: Trimble AECO
About the Role
A vacancy exists for a Technical Customer Support professional within the AECO team. This position demands the highest level of technical proficiency and resolution of the most intricate technical issues. Tier II support requests exceeding designated scope will be escalated to Tier III. This support tier necessitates comprehensive industry knowledge and advanced expertise in the software platform.
What You Will Do
Represent company values to clients
Provide technical support via:
Phone
Remote methods (e.g. TeamViewer)
Resolve technical inquiries regarding Tekla PowerFab, Tekla PowerFab Go, and Trimble Connect
Deliver advanced support for the aforementioned products, requiring in-depth software and industry expertise
Assist with Tier I and Tier II cases escalated to Tier III
Remain active in the phone support queue during work hours
Proactively manage cases from the main support queue
Secondary Responsibilities
Participate in internal training to expand knowledge base
Address licensing issues across Tekla Structures, Tekla PowerFab, Tekla PowerFab Go, Model Sharing, and Trimble Connect
Assist with Tekla Online Account Setup
Resolve Trimble Identity Issues
Troubleshoot basic Trimble Connect usage issues
What Skills & Experience You Should Have
3+ Years of experience in Tekla PowerFab
3+ Years of experience in the Steel Fabrication/Detailing industry
1+ Years of experience in Tekla Structures
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.