Support Analyst
4 days ago
Esri is seeking a highly skilled Support Analyst to join our team. As a Support Analyst, you will be responsible for providing exceptional technical support and customer service to our end-users. You will work closely with our customers to understand their needs and provide innovative solutions to their technical issues.
Key Responsibilities- Provide high-quality 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 well in a high-energy, fast-paced, enthusiastic, positive, and collaborative culture.
- Maintain comprehensive case documentation in our customer relationship management (CRM) system.
- Work in other technical areas of software support as needed, such as identifying issues and logging defects.
- 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 with customers with varying technical aptitudes in GIS and information technology.
- Proficient time management skills.
- Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.
- US citizenship and ability and willingness to obtain a security clearance.
- 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.
- Master's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work.
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