Job Title: Technical Customer Support

Job Location: Remote - Mexico

Our Division: Trimble AECO

About the Role

A vacancy exists for a Technical Customer Support professional within the AECO team. This position demands the highest level of technical proficiency and resolution of the most intricate technical issues. Tier II support requests exceeding designated scope will be escalated to Tier III. This support tier necessitates comprehensive industry knowledge and advanced expertise in the software platform.

What You Will Do

• Represent company values to clients

• Provide technical support via:

  • Email

  • Phone

  • Remote methods (e.g. TeamViewer)

• Resolve technical inquiries regarding Tekla PowerFab, Tekla PowerFab Go, and Trimble Connect

• Deliver advanced support for the aforementioned products, requiring in-depth software and industry expertise

• Assist with Tier I and Tier II cases escalated to Tier III

• Remain active in the phone support queue during work hours

• Proactively manage cases from the main support queue

Secondary Responsibilities

• Participate in internal training to expand knowledge base

• Address licensing issues across Tekla Structures, Tekla PowerFab, Tekla PowerFab Go, Model Sharing, and Trimble Connect

• Assist with Tekla Online Account Setup

• Resolve Trimble Identity Issues

• Troubleshoot basic Trimble Connect usage issues

What Skills & Experience You Should Have

• 3+ Years of experience in Tekla PowerFab

• 3+ Years of experience in the Steel Fabrication/Detailing industry

• 1+ Years of experience in Tekla Structures

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.