Technical Support Representative

ALK Technologies, Inc.

Minnetonka, MN


Your Title: Technical Support Representative
Job Location: Minnetonka, MN (Onsite Role)
Shift: 1st and 2nd Shift-Monday-Friday
Our Department: Customer Support
Do you want to be a part of a leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS)? We are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations. Come join our growing team!
What You Will Do
The role of the Technical Support Representative entails the provision of initial technical troubleshooting and addressing customer inquiries pertaining to Trimble Transportation products. These inquiries encompass a wide range of topics, including software, hardware, account management, installation procedures, and best practices within our product and industry domain. The Technical Support Representative is tasked with delivering an exceptional customer experience through various communication channels such as phone, email, and chat. The ideal candidate will possess a strong technical aptitude to effectively troubleshoot all facets of Trimble Telematics and other Transportation technology solutions, coupled with well-developed soft skills and a customer-centric approach. Given the dynamic nature of this role, a heightened sense of organization and attention to detail is imperative for achieving success in the position.
  • Respond to customer inquiries via inbound/outbound calls, emails, casework, and chats. Identify, troubleshoot, document, and resolve customer inquiries based on the following topics:
  • Hardware
  • Software
  • Wireless communications
  • OTAP (Over-the-Air-Programming)
  • Account management (billing)
  • Upgrades
  • Online orders
  • Industry events
  • Research and prepare escalations to second level support which includes Technical Analysts, Wireless Communications, Customer Managers, Integration Services, 3rd Party Partners and Leadership
  • Review, manage and follow up on open issues as needed
  • Ensure individual and team SLA’s/KPI’s are maintained and on track
  • Collaborate on documentation creation needed for internal cross functional teams
  • Project work that includes long and short term initiatives
What Skills & Experience You Should Bring
  • 1-2 yrs experience in a technical support environment, or other customer facing technology fields
  • Demonstrated high quality written and verbal communication abilities
  • Demonstrated proficiency with business software (e.g. MS Office, Salesforce CRM, eMail)
  • Demonstrated customer focus, troubleshooting abilities, and creative problem solving
  • Ability to work assigned shift hours
  • Excellent written and verbal business communication abilities with demonstrated analytical and technical problem solving skills
  • In this fast paced environment; work volume quickly fluctuates and a high degree of organization with focus on detail is critical to achieve success in the position
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.
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Pay Equity

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

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Hiring Range:

17.02

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21.3

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Bonus Eligible?

Yes

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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.

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Trimble is proud to be an equal opportunity employer. We welcome and embrace our
candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.

The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact
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