Job Description
This role involves providing technical support and customer service to Esri employees and clients through various communication channels, managing support inquiries, maintaining customer information, and assisting with system and workflow testing to ensure efficient support operations.
Key Responsibilities
- Provide support to employees and customers via phone, email, chat, and online applications.
- Manage support inquiries, create support requests, and direct customers to appropriate staff.
- 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 system testing and workflow documentation related to call routing and CRM.
- Analyze support trends and communicate findings through meetings and presentations.
- Train employees and customers on procedures and policies.
Requirements
- At least 1 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, and 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
- 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
Competitive base salary (estimated range $17-$26 USD)
Ready to Apply?
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