Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Ensures highest standard of service delivery to our customers.
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Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.
Addresses concerns brought up by other departments such as customer experience or sales
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Coordinate service-related contracts, tenders, and documentation in support of the technical service team, ensuring accuracy and adherence to process requirements
Manage and maintain tender files and the eligible vendor list, ensuring readiness and compliance for tender submissions
Administrative duties and coordination tasks as required
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Communicate, follow up with end users until resolution of the tasks given to meet the target given.
Responsible for the provisioning of IT Service Requests within the agreed SLA for local IT.
Focus on both the manual completion of open requests and continuously looking for opportunities to improve the process and remove manual effort in fulfilling requests, either via automation or simplify the process.
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Troubleshoot diverse and complex data issues using remote access tools, walking customers through sophisticated digital construction workflows.
Collaborate with multiple Trimble divisions to resolve tier-level technical challenges, ensuring the digital and physical worlds remain seamlessly connected.
2+ years of field experience or higher education in a technical or relevant professional field of study.
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In charge of ensuring that the project delivers as-sold solution, remains within the baseline budget and is delivered on time whilst maintaining quality criteria and client satisfaction
Coordinate activities of the project teams through task delegation, resource assignment and programme management
Take charge of proper documentation is in order
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Support trouble shooting & diagnosis of technical problems
Assist the dealers in giving required technical assistance to customers
Escalate cases within the Technical Support organisation where a higher priority is needed or when additional resources are needed to solve a problem
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Deliver on-site software support for events, includinginstallation, configuration, and maintenance of specialized event and collaboration software.
Provide desktop application support, ensuring all user software environments are fully functional and meet security standards.
Support the deployment and operation of event software solutions, including Video Conferencing (VC) tools (Zoom, Microsoft Teams, WebEx) and multimedia platforms.
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