Customer Support Specialist - French & English Speaker

• Act as the single point of contact for all users, capturing and categorising incidents and service requests in our ticketing system. Requests will be received via email, customer portal or telephone.
• Prioritise tickets based on urgency and impact according to established SLAs.
• Perform basic troubleshooting and initial diagnostics to resolve incidents using known solutions from our knowledge base.
• Handle routine service requests such as password resets, access requests, and general software usage enquiries.
• Escalate more complex issues to higher-level support teams, ensuring all relevant information is properly documented.
• Maintain clear communication with users, providing regular updates on ticket status.
• Maximise first-contact resolution rates while maintaining high user satisfaction.
• Contribute to the knowledge base by documenting common issues and solutions.
• Ensure issues are reported from authorised sources and follow proper verification procedures.
• Act as voice of the customer, providing feedback to higher-level support teams when solutions are offered.
• Test and validate solutions offered by higher-level support teams to ensure customer issues are fixed before being handed back to the user.
• Recognise when requests are and are not within the scope of support, providing referrals to Trimble's professional services team when appropriate.

• Someone who builds Trust: You honour your word by doing what you say you are going to do. End-users and colleagues alike view you as reliable and dependable.
• Customer-centric: You have a genuine commitment to delivering exceptional customer service and understand that user satisfaction is paramount. Managing customer expectations is 'business as usual' for you.
• Implementation / Execution: You excel at multitasking, organising, and managing multiple priorities.
• Communication Skills: You can explain technical concepts in non-technical terms and maintain clear, professional communication with users of varying technical abilities. Conversely, you are able to communicate business scenarios accurately with our highly specialised, technical internal escalation resources.
• Timeliness: You understand the importance of prompt responses and updates within established SLA timeframes.
• Sense of urgency: You recognise critical issues and respond appropriately based on impact and urgency classifications.
• Active listening: You analyse user feedback effectively to streamline troubleshooting efforts and improve service delivery. You are empathetic and will ensure the customer feels understood.
• Adaptable: You adjust quickly to new situations and problems, maintaining composure under pressure.
• Process-oriented: You follow our processes consistently while looking for opportunities to improve service efficiency.

• Possess a B2 level of fluency in English & French verbal and written communication skills, with German language being seen as advantageous.
• 2+ years of related experience in a helpdesk or IT support role.
• Experience in maintaining user satisfaction through clear communication, demonstrating an ability to speak the customer’s language and adapt one’s conversation style to a diverse customer audience.
• Experience with ITIL framework and ticket management systems, with experience using Salesforce and Jira being advantageous.
• Familiarity with Windows, macOS, web-apps, and basic network troubleshooting.
• Understanding of service desk functions within an ITIL framework.
• Ability to categorise and prioritise incidents based on impact and urgency.
• Experience in maintaining user satisfaction through clear communication, demonstrating an ability to speak the customer’s language and adapt one’s conversation style to a diverse customer audience.
• Understanding of knowledge-base documentation good practice.
• Demonstrate an appetite to adapt to the use of innovative technologies, including Generative AI (GenAI).
• A Bachelor's Degree in Information Technology is desirable, but not mandatory.

Trimble