Support Quality Review Specialist

Responsibilities

• Monitor open support tickets to ensure teams reach timely resolutions
• Prioritize escalations, aging cases, and regional handoffs in collaboration with leadership
• Analyze support case trends and patterns to identify recurring issues and areas for improvement
• Prepare and present data on support trends to leadership and relevant stakeholders
• Utilize support data to drive test plans, content development, and training curriculum
• Support Product Liaisons by providing relevant data for product meetings
• Evaluate support interactions using AI and other tools to ensure consistency and efficiency

Requirements

• Experience in quality assurance or quality improvement
• Proven experience in a technical support role with a focus on driving case resolutions
• Ability to interpret data and design practical solutions for quality issues
• Strong analytical skills to identify trends and patterns using AI and other technologies
• Excellent verbal and written communication skills for presenting findings and insights
• Experience working with cross-functional teams
• Familiarity with CRM systems such as Salesforce, JIRA, AHA!, or Zoom Contact Center
• Bachelor's degree in a relevant field or equivalent work experience
• Domain knowledge in Machine Control, Site Positioning, or related software

Preferred Qualifications

• Advanced certifications or education in Construction and Engineering
• Experience with Trimble’s connected site applications, including WorksManage, Trimble Connect, or WorksOS platforms
• Proven track record of mentoring junior technical staff in high-pressure environments

Benefits

• Comprehensive medical, dental, and vision insurance
• Life and disability insurance
• Retirement plans and employee stock purchase plans
• Paid parental leave
• Tax savings plans for health, dependent care, and commuter expenses

About the Company

Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. Through innovation in precise positioning, modeling, and data analytics, Trimble enables essential industries including construction, geospatial, and transportation to drive productivity and progress.