Technical Customer Support Professional

Ready to be the cornerstone of our service desk and make a real-world impact in the essential Forestry industry? Join our Customer Success team as a Helpdesk Support Specialist, serving as the single point of contact for our North American customers! You'll blend technical aptitude with exceptional customer service, providing responsive, professional IT support while ensuring adherence to established Service Level Agreements (SLAs).

About Us:

Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. With relentless innovation in precise positioning, modeling and data analytics, Trimble enables essential industries including construction, geospatial and transportation. Whether it's helping customers build and maintain infrastructure, design and construct buildings, optimize global supply chains or map the world, Trimble is at the forefront, driving productivity and progress.

What Makes This Role Great:

In this role, you will be the critical first line of defense for our North American Forestry software customers. You'll not only resolve technical issues quickly but also act as the voice of the customer, providing essential feedback to higher-level teams and directly shaping how we deliver superior service and maintain our reputation for responsive, efficient support.

Key Exciting Responsibilities

• Own the Incident Life Cycle by acting as the single point of contact, capturing, categorizing, and prioritizing all incoming requests based on urgency and impact.

• Troubleshoot and Resolve incidents using initial diagnostics and known solutions, maximizing first-contact resolution rates to drive high user satisfaction.

• Contribute to Service Excellence by maintaining clear communication with users, providing regular updates, and ensuring strict adherence to established SLAs.

• Champion Our Knowledge Base by documenting common issues and validating solutions offered by specialized internal escalation resources.

• Navigate Customer Needs by recognizing scope of support and providing appropriate referrals to our Professional Services team when necessary.

Essential Skills & Experience

• 2+ years of related experience in a helpdesk or IT support role.

• Experience with ticket management systems.

• Proven ability to categorize and prioritize incidents based on impact and urgency.

• Fluency in English verbal and written communication skills.

• Demonstrated commitment to delivering exceptional customer service and managing expectations effectively.

Bonus Points For

• Proficiency in the French language (verbal and written).

• Experience or interest in the timber / logging industry.

• Experience with ITIL framework (or concepts)

• Familiarity with Salesforce, Jira, or SQL (and related database technologies).

• Familiarity with innovative technologies like Generative AI (GenAI).

Logistics

• Location: Vancouver or Montreal, Canada (Remote position possible, other North American arrangements considered).

• Travel Requirement: 0% travel.

Why You'll Love Working With Us

At Trimble, we're not just a company that "does good"-we are a team dedicated to making a tangible, positive Real-World Impact. We build innovative solutions designed to solve the world's most critical challenges. You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We encourage our people to be an owner. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers". We also offer true flexibility, as flexible work arrangements are a significant driver for employees joining and staying with us.

Customer Support Specialist, Helpdesk, IT Support, Tier 1, Incident Management, ITIL, Service Desk, Customer Service, Forestry, Logging, SaaS, Technical Support, Vancouver, Montreal, Canada

Compensation: 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.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

Benefits: 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. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values-Belong, Innovate, and Grow-we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under "Corporate Governance."

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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