Customer Support Representative - French Speaker, SketchUp

Customer Support Representative - French Speaker, SketchUp

Customer Support Representative - French Speaker, SketchUp

Your Title: Customer Support Representative

Job Location: UK - London / UK - Remote

Department: Trimble SketchUp

About SketchUp:

SketchUp is one of the most popular 3D modeling and design tools in the world. Today, hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.

Role Overview:

As a Technical Support Representative, you will deliver exceptional customer service and create a positive experience for customers experiencing technical challenges. You will serve as a trusted advisor and problem solver, going above and beyond to understand and address customers' needs while providing timely and effective technical support via email and phone.

Responsibilities:

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.
• Thoroughly review all customer communication, using plain language to ensure understanding.
• Proactively manage individual queues and backlogs to ensure timely and efficient handling.
• Document customer interaction for each case, including contact information and troubleshooting steps.
• Assist customers with account and subscription management and technical issues related to SketchUp.
• Effectively apply and exhaust relevant knowledge base content for customer requests.
• Adhere to prescribed communication and incident protocols.

Required Skills and Experience:

• Fluent in English and French, with the ability to use them in verbal and written communication.
• 2 years of experience supporting customers via chat, email, and phone.
• Customer-focused approach tailored to meet the needs of our diverse customer base.
• Technical proficiency with computer systems, software, and Google Suite.
• Excellent communication skills, including active listening and empathy.
• Time management and prioritization skills for high-quality customer communications.
• Attention to detail in issue discovery and documentation.
• Ability to maintain composure during high-pressure situations.
• Troubleshooting skills to identify and resolve technical issues swiftly.

Preferred Skills and Experience:

• Experience in a Customer Support Center.
• Knowledge of 3D modeling and 3D graphics processing.
• Background in architecture, design, or user experience.
• Familiarity with multiple operating systems, including Windows, Android, iOS, and Microsoft.
• Proficiency with customer support software and ticketing systems.

Inclusiveness Commitment:

We believe in celebrating our differences. Our diversity is our strength, and we actively seek to add members to our community who represent our customers and the places we live and work.

Trimble's Privacy Policy:

Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. For more information about Trimble (NASDAQ: TRMB), visit .