Esri
Support Analyst-ArcGIS, Regulated Industries
Esri, Redlands, California, us, 92375
Overview
Be part of a team that provides world-class technical support, ensuring our customers succeed and make effective, intelligent geospatial decisions all around the globe. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high-performing environment.
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 customer relationship management (CRM) system
Work in other technical areas of software support as needed such as 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 with customers with varying technical aptitudes in GIS and information technology
Proficient time management skills
US citizenship and ability and willingness to obtain a security clearance
Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field
Recommended 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
Master’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field
#LI-DS5
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Be part of a team that provides world-class technical support, ensuring our customers succeed and make effective, intelligent geospatial decisions all around the globe. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high-performing environment.
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 customer relationship management (CRM) system
Work in other technical areas of software support as needed such as 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 with customers with varying technical aptitudes in GIS and information technology
Proficient time management skills
US citizenship and ability and willingness to obtain a security clearance
Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field
Recommended 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
Master’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field
#LI-DS5
#J-18808-Ljbffr