1st Line Customer Support Agent

As a 1st Line Customer Support Agent, you are the first point of contact for customers, handling inquiries via phone and/or ticketing system. You will provide technical support and customer service for users of Trimble Transportation products and services. Your primary goal is to deliver accurate and timely support to customers, aiming to resolve issues efficiently or escalate them when necessary. You will also support product installations and validations. This is a time-sensitive role, requiring prompt and clear communication to ensure customer satisfaction. Key Responsibilities: Handling incoming support calls (triage), ensuring all calls are addressed Managing support tickets in the assigned language queue(s) on a First-In, First-Out (FIFO) basis Performing initial analysis of reported issues Conducting validation calls and following up with installers Processing Return Authorization (RA) tickets Following escalation procedures and adhering to support policies Communicating effectively with customers across various channels Desired Skills and Experience: Fluent in German and French and proficient in English, with the ability to communicate clearly and professionally in both spoken and written form Comfortable working in an IT and software-driven environment Strong organizational skills, with a proactive and reliable attitude Eagerness to learn new products and procedures Previous experience in a customer support center is a plus