Support Specialist

5 days ago


Redlands, California, United States Esri Full time
Job Summary

We are seeking a highly skilled Support Analyst to join our team at Esri. As a Support Analyst, you will play a critical role in providing world-class technical support to our customers, ensuring their success and enabling them to make informed, data-driven decisions.

Key Responsibilities
  • Provide exceptional technical support and customer service to Esri end users through effective communication and efficient troubleshooting.
  • Identify, understand, and articulate solutions for customer issues, including the usage and performance of ArcGIS Online, ArcGIS Pro, and related technologies.
  • Work collaboratively in a fast-paced, dynamic environment to innovate new and creative solutions to complex issues.
  • Maintain comprehensive case documentation in our customer relationship management (CRM) system.
  • Contribute to other technical areas of software support as needed, including identifying issues and logging defects.
Requirements
  • 2+ years of professional or customer service experience in a similar position, supporting similar responsibilities.
  • Professional experience providing customer service and troubleshooting with customers and users.
  • Working knowledge or the ability to learn the configuration, usage, and performance of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise.
  • Ability to communicate effectively with customers with varying technical aptitudes in GIS and information technology.
  • Strong time management skills.
Preferred Qualifications
  • Professional experience with Esri software or various software systems.
  • Understanding of network troubleshooting tools with the ability to troubleshoot network connections used by the ArcGIS products.
What We Offer

At Esri, we offer a competitive total rewards package, including industry-leading health and welfare benefits, a 401(k) and profit-sharing program, minimum accrual of 80 hours of vacation leave, and opportunities for personal and professional growth.

A reasonable estimate of the base salary range for this role is $58,240-$93,600 USD.



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