Your Title: Technical Support Specialist
Job Location: (Onsite) Rotorua, New Zealand
Our Department: Forestry
Passionate About Technology and Customer Support?
Join Trimble Forestry as a Technical Support Specialist in Rotorua, NZ – Where Innovation Meets Sustainability!
What You Will Do
As our Technical Support Specialist you will serve as the face of Trimble and play a critical role in providing outstanding level 1 and 2 technical support to our Forestry customers. You will have
a genuine passion for technology, while being eager to contribute your skills to a supportive team.
You will be involved in:
Ticket management: Swiftly addressing and resolving inbound service tickets and requests.
Monitor support queues (email, phone and web portal) for a variety of software products, including reporting of SLAs and KPIs.
Managing user account creation.
Support and training: Supporting users in effectively using Trimble software. Train other team members and customers on the use and support of our software solutions.
First Line Support: For some products, sharing the first line support/L1 workload.
Escalation: Serving as an escalation point for level 1 service tickets and deputising for level 1 support when required.
User Acceptance Testing: Conducting user acceptance testing on behalf of customers, to ensure that reported issues have been resolved successfully.
Communication: In the case of on premise deployments, liaise with a customer’s IT team as necessary.
Documentation: Produce, contribute, and maintain high quality internal and external-facing documentation, including: KBAs, How-To's, Training Guides, FAQs etc.
System Configuration & Customization: Write scripts or code changes as needed to perform system configuration, optimization, and customization.
Collaboration with Professional Services, Implementation, Development & Engineering Teams: Triaging, replicating, and refining service tickets prior to liaising with other teams to address customer requirements. Acting as the voice of the customer when liaising with our Engineering and Product teams.
Root Cause Analysis & Reporting: Conduct thorough root cause analysis for recurring issues, ensuring permanent solutions are implemented. Document findings and provide detailed reports to management and relevant teams.
System Maintenance & Updates: Support the engineering team with the implementation of patches, updates, and system upgrades by: conducting user acceptance testing, verifying fixes, producing and validating documentation, and owning customer communications.
SQL Procedures, Triggers, and Functions: Read, understand, and troubleshoot SQL stored procedures, triggers, and functions. Work with database systems to identify and resolve performance issues, optimize queries, and ensure data integrity.
What Skills & Experience You Should Bring
Experience: 2+ years in technical support, including helpdesk/ticketing systems.
Education: Bachelor’s degree in Computer Science, IT, or a related field.
Technical Skills: Proficiency in SQL (or similar), some scripting (Python, Bash, PowerShell), and familiarity with enterprise systems (e.g., IIS, Windows Server) advantageous but not essential. Knowledge of server-side systems and development methodologies is a plus.
Problem-Solving: Strong analytical and troubleshooting skills, including incident management and root cause analysis.
Collaboration: Excellent communication skills for technical and non-technical audiences, team-oriented, and eager to learn.
Customer Service: Passionate about delivering exceptional support and improving processes.
About Trimble Forestry
Trimble’s Forestry Division offers SaaS and enterprise software to improve the productivity and sustainability of the world’s most recognized integrated forest product companies, forest managers, conservation organizations, government departments, finished product manufacturers, and the partners that connect the global forest supply chain. The Connected Forest™ solutions manage the full raw materials lifecycle of planning, planting, growing, harvesting, transporting, and processing.
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