Job Description
This role involves providing technical support and assistance to Esri employees and customers through various communication channels, managing support inquiries, maintaining customer information, and participating in system testing and process improvements to ensure efficient support services.
Key Responsibilities
- Provide support to employees and customers via phone, email, chat, and online applications.
- Manage support inquiries and direct customers to appropriate staff.
- Create support requests and update call tracking systems.
- Verify account access and assist with escalations for secured accounts.
- Create and activate service contracts and entitlements, and notify relevant teams of updates.
- Participate in testing and production of systems related to call routing and CRM.
- Analyze trend information and present findings to improve support processes.
- Train employees and customers on procedures and policies.
Requirements
- One year of experience working in a professional office environment
- Strong communication skills with the ability to communicate effectively with internal and external customers
- Knowledge of Microsoft Office applications Word, Excel, Outlook
- Excellent interpersonal and organizational skills
- Desire to work in a fast-paced environment and ability to work on multiple tasks simultaneously
- Ability to think creatively in order to further develop the position and processes
- US Citizenship
- High school diploma or equivalent
Benefits & Perks
Industry-leading health and welfare benefits including medical, dental, and vision insurance
Basic and supplemental life insurance for employees and their families
401(k) and profit-sharing programs
Minimum of 64 hours of vacation leave
Twelve paid holidays throughout the calendar year
Opportunities for personal and professional growth
Ready to Apply?
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