Technical Support Specialist

**Your Title**:Technical Support Specialist

**Job Location**:Sydney, NSW, Australia

**Our Department**:Trimble Viewpoint

Are you interested in supporting our cutting-edge technology products for the construction sector to customers across Australia?

**What You Will Do**

As a Technical Support Specialist with Trimble, you are an important primary support liaison between Trimble Viewpoint and our customers, taking responsibility for resolving customer-related software issues associated with the use of Viewpoint’s construction accounting and project management software, as well as other point solutions.

Primarily you will be answering support phone calls and chats (and other interaction types), and providing remote Technical support directly to our clients. You will use Salesforce and other tools to monitor support requests, track and document calls, and analyse reports, taking preventative action to ensure service levels are met.

**Additional activities include**:

- Developing Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers
- Assisting customers with the use of Viewpoint software core products and point solutions: E.g. Jobpac, Vista, Viewpoint for Projects, Field View, and TEAM
- Updating the Support Incident Management System with the progress of issues and producing regular status reports. Following up on issue priority, status, and target resolution dates
- Keeping clients up to date with the status of Cases including individual client case management

**What Skills & Experience You Should Bring**

In addition to your excellent communications skills (both written and verbal), top-notch organisation, prioritisation, and problem-solving skills, and possess good time management abilities, the other skills you will need to succeed in this position include:

- Demonstrated ability to empathise with customers, actively listen; possess the ability to always defuse a situation rather than intensify one
- Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and customers
- Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment
- Ability to quickly develop and maintain a high level of knowledge of Viewpoint software products and remain an expert on current product knowledge both from an internal and from a user perspective
- Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.

**What Skills & Experience You Could Bring**
- IT knowledge through study and/or experience
- Knowledge of accounting concepts through study and/or experience
- Construction industry experience, particularly in construction accounting, payroll, and/or project management is desirable
- Experience creating and editing user documentation
- Any exposure to IBM AS/400 or i-Series would be a plus
- Type 40 WPM or better
- ITIL knowledge.

**Qualifications and Experience**:

- 4+ years of relevant experience in technical support
- Qualification in Business, Accounting, or IT
- Able to work within the coverage requirements of the Customer Support department, including on-call rotation or later shifts.

**About Your Location**

This position could be either based full-time in our Trimble ViewPoint office in Chatswood, Sydney, NSW, or it could be hybrid, with several days each week worked from home.

**To be eligible to be considered for this role you must be legally entitled to work in Australia.**

**About Our Trimble Viewpoint Division**

Trimble Viewpoint provides innovative software solutions to the global construction and capital project industries. Trimble Viewpoint leads the construction software industry, bringing 40 years of experience to over 7,000 customers. Its integrated suite of solutions for the office, extended team, and field addresses the full construction life cycle from planning/bidding to construction and facilities maintenance. Solutions are offered on a variety of platforms, including Cloud, Mobile, and On-premise.

**Trimble’s Inclusiveness Commitment**

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