Application Customer Support

Hybrid: Portland, OR

The Application Support Specialist serves as primary support liaison between the company and the customer and is responsible for resolving complex customer-related software issues associated with the use of Trimble Viewpoint's construction accounting and project management software, as well as other point solutions.

Essential Duties & Responsibilities

1. Assists customers with use of Trimble Viewpoint's Vista Software, Trimble Pay, and Vista Web Application Software.

2. Monitors, tracks, and documents customer support calls and related activities in Trimble's CRM system.

3. Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.

4. Assists other departments with application issues and development of the software.

5. Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

6. Serves as an on-call resource for International calls as part of normal department rotation, as assigned.

Competencies

* Ability to quickly develop and maintain a high level of knowledge of all Trimble Viewpoint software products and remain expert on current product knowledge both from an internal and from a user perspective.

* Demonstrated ability to empathize with customers, actively listen, Deescalate intense interactions, and work well under high stress situations.

* Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.

* Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.

* Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.

* Well-organized, self-directed team player. Remains open to others' ideas, and exhibits willingness to try new things.

* Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.

* Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

* 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.

* Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

Required:

• An Associate's degree or two (2) or more years of relevant industry work experience.

• Strong understanding of general business payroll set-up and processing, accounting principles and practices.

• Experience working all the way through the General Ledger is highly beneficial.

• Intermediate level of experience with core MS Office suite (Outlook, Word, Excel).

• Ability to work within the coverage requirements of the Customer Support department, including on-call rotation.

Preferred:

• Prior Viewpoint by Vista ERP, Trimble Pay, or Vista Web Application experience

• Construction industry experience, particularly in construction accounting and/or project management is desirable but not required.

• Experience with complex computerized payroll systems is a plus.

• Experience in a customer service role.

• Knowledge of Microsoft Transact SQL

About Your Location

Under a flexible work arrangement (hybrid), this resource primarily supports the Construction Sector and works collaboratively across the Support, Development, and Product teams. In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time working in the office based on the position and the business need. Typically hybrid positions are 1-3 days per week, or 20%-60% of the month in the office.

Working Conditions

Work takes place in an office setting. High stress levels may occur. This is a coverage position that requires the ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required.

Trimble's Privacy Policy

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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:

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Bonus Eligible?

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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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