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Trimble, Inc. GIS Support Analyst in Billings, Montana

Job Title: GIS Technical Support Analyst
Location: Desoto, TX OR Remote
Division: Trimble Geospatial - Cityworks

Cityworks, a Trimble company, streamlines the way government agencies
and utilities manage infrastructure and property by combining the power
and flexibility of Geographic Information System (GIS) mapping
technology with the business logic of asset management, permitting,
licensing and more. Cityworks helps customers manage workflow, schedule
resources and prioritize activities, saving time, optimizing
communication and improving operational efficiency. Time-tested and
proven technology, Cityworks is empowering GIS for improved asset
management at more than 700 organizations around the world. We're
looking for a Technical Support Analyst to join our team of forward
thinking, talented engineers! This is a cross functional position
working with other company resources, and closely tied to the entire
Customer Support team.

Responsibilities Of This Role:

Log communication with customers in CRM originating via multiple
channels: phone, chat, email, and web portal

Hold screen-share web meetings with customers to pinpoint the root cause
of reported issue

Participate in continuing education opportunities

Develop and maintain core product knowledge

Research available resources to locate known resolutions to help ensure
timely resolution of customer issues, and contribute to customer
satisfaction and retention

Utilize problem-solving skills to identify cause of problems reported by
the customer

Provide accurate responses and potential solutions

Respond in a positive, friendly, confident way to customers' questions

Rely on instructions, pre-established guidelines, experience, and
judgement to plan and accomplish daily tasks

A certain degree of creativity and latitude is expected

Will coach less experienced personnel on a regular schedule

Prepare and provide brief skills training to the Customer Support team

Ideal Background

BS/BA in Geographic Information Systems (GIS), Information Systems, or
similar field

2+ years' experience in Cityworks is ideal

5+ years' experience in Esri GIS

2+ years' experience in technical support

Knowledge of leading database systems (Oracle and/or SQL Server)

Knowledge of community development, public works, and utilities in
municipal and/or utility districts (water, wastewater, storm water,
streets, and traffic) is a plus

Knowledge of Salesforce CRM is a plus

Excellent interpersonal and communication skills

Exceptional problem-solving skills is a must

-Pay Equity
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:58500
Bonus Eligible?Yes
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.
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action
Employer and considers qualified applicants for employment without
regard to race, gender, age, color, religion, national origin, marital
status, disability, sexual orientation, status as a covered veteran in
accordance with applicable federal, state and local laws, or any other
protected factor. EOE/M/F/V/D

It is Trimble's policy that candidates are entitled to equal employment
opportunities without regard to race, color, religion, sex, national
origin, age, marital or veteran status, sexual orientation or the
presence of a medical condition or disability.