Job Description
A Support Analyst I at Esri provides technical support and troubleshooting for the company's GIS platform, helping customers effectively utilize GIS tools and solutions 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 product releases and expand knowledge of Esri platform products.
- Collaborate with team members to identify patterns and resolve cases efficiently.
- Maintain comprehensive documentation of customer cases in CRM system.
- Assist customers in effectively utilizing GIS platform and location intelligence tools.
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.
- Must be self-motivated, a proactive problem solver, team-oriented, and creative.
- US citizenship and willingness and ability to maintain a US Security Clearance.
- 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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