Job Description
Support Analyst I at Esri provides technical support and troubleshooting for the company's GIS platform, helping customers effectively utilize location intelligence tools while collaborating with team members and staying current on product updates.
Key Responsibilities
- Provide high-quality technical support to customers via email, chat, and phone.
- Analyze customer issues to identify core problems and potential solutions.
- Stay current on new releases and learn multiple Esri products to support the platform effectively.
- Partner with team members to identify patterns, align on solutions, and resolve cases.
- Maintain comprehensive case documentation in the CRM system.
- Assist customers in utilizing GIS platform features and functionalities effectively.
Requirements
- One year of professional and customer service experience in a similar position supporting similar responsibilities.
- Ability to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context.
- Experience communicating with customers with varying technical aptitudes in GIS and information technology.
- Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance.
- Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth.
- Self-motivated, proactive problem solver, team oriented, and creative.
- Bachelor’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field.
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 80 hours of vacation leave
Twelve paid holidays throughout the year
Opportunities for personal and professional growth
Ready to Apply?
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