As a 1st Line Customer Support Agent, you are the fi rst contact towards customers via phone and / or mail created tickets.
The job is to provide technical support and customer service to customers using the Trimble Transportation products and services.
First line will always be correct upwards customers and is aiming to fi nd a correct solution. You handle customer inquiries on a daily basis and provide support on installations and validations of our products.
This support is time-sensitive and the aim is to rectify a problem promptly for the customer and/or to escalate when necessary.

Your key responsibilities are:

• handling support calls via triage, ensuring no calls are rejected
• managing support tickets in assigned language queue(s) (FIFO)
• performing initial analysis of reported issues
• conducting validation calls and follow up with installers
• handling Return Authorizations (RA) tickets
• adhering to escalation and support policies
• communicating eff ectively with customers through various channels

Desired skills and experience:

• fluent German, profi cient English and the ability to use them in verbal and written formal communication
• comfortable in an IT and software environment
• high level of organizational skills, pro-activity, and reliability
• willingness to learn new products and procedures
• prior experience working in customer support centers is a plus