Job Description

Job Title: Technical Support Representative - Fixed Term Contract
Location: UK - Remote
Your Division: AECO - Architects, Engineers, Construction & Owners
Trimble is seeking a Technical Support professional to join us, initially on a 12 month Fixed Term Contract to join our SketchUp customer support team. In this position, you will provide general product and technical support to our SketchUp users, predominantly support to businesses rather than members of the public.
As one of Technical Support Representatives, 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. You will meet our customers where they are at by providing a friendly experience, while offering tips, tutorials, and best practices to enhance their overall experience and enable them to be more self-sufficient SketchUp users.
To be successful in this position, you must be an excellent communicator who can tailor their approach to the audience.
What You Will Do:
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues
Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow
Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps
Document cases for customer requests from all channels: phone calls, chats, emails, and queues
Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
Billing and invoicing
Account authorization
Entitlement management
Download and installation
Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required
What Skills & Experience You Should Bring:
Two years of experience supporting customers via chat, email, and phone
Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
Time management and prioritization skills, enabling high quality and time sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high-pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment, with occasional in office meetings
Preferred Skills and Experience:
Customer Support Center Experience
Experience in multiple operating systems, such as Windows, Android, iOS, Microsoft
Familiarity with customer support software, ticketing systems, and remote support tools
Knowledge of 3D modeling, 3D graphics processing or energy performance
Background in Engineering, Architecture, Design, or User Experience
About Trimble:
Dedicated to the world's tomorrow, Trimble is a technology company delivering solutions that enable our customers to work in new ways to measure, build, grow and move goods for a better quality of life. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability. From purpose-built products and enterprise lifecycle solutions to industry cloud services, Trimble is transforming critical industries such as construction, geospatial, agriculture and transportation to power an interconnected world of work. For more information about Trimble (NASDAQ: TRMB), visit:
How to Apply: Please submit an online application for this position by clicking on the 'Apply Now' button located in this posting.
Posting Date 10/11/2025
Application Deadline: Applications could be accepted until at least 30 days from the posting date.
Join a Values-Driven Team: Belong, Grow, Innovate.
At Trimble, our core values of Belong, Grow, and Innovate aren't just words--they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.
If you need assistance or would like to request an accommodation in connection with the application process, please contact AskPX@px.trimble.com.

Skills Required