The ESRI GIS Support Specialist II develops solutions to 3-GIS software problems to meet the needs of the internal and external customers. In this position you will be responsible for handling day-to-day customer interactions across different support channels and for ensuring a timely and positive outcome for our growing customer base.

Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Duties:

• Provide superior customer support and troubleshoot client issues with 3-GIS software and assist clients in exceeding their expectations for their use of the 3-GIS software
• Educate customers on our products and services and how best to leverage them in their daily operations
• Proactively identify best practices/workflow changes to improve customer satisfaction
• Work collaboratively with other 3-GIS teams (Sales, Product, Development & PMO) to get the right answers for our customers and to deliver an exceptional customer experience
• Identify and escalate issues to team leads
• Follow processes or policies to help improve overall support metrics and CS operations
• Configure 3-GIS software, web services and database software
• Test new software functionality and bug fixes
• Key member of the training team to train clients on product operations, functionality and usage
• Consult clients on new projects and implementation of software and services
• Train new team members who join the Customer Success area
• Track and report data from calls and chats for high-priority customer issues
• Collaborate with leadership to improve customer experience
• Other customer success support duties as assigned

Required Qualifications:

• ArcGIS Desktop
• ArcGIS Server Knowledge
• Python or scripting experience
• 2-5 years of experience in customer service area or technical support role
• Experience in Training or teaching
• Excellent written and verbal communication Skills
• Detail-oriented with strong multitasking and organizational skills
• Be proactive and a natural problem-solver
• Organizational Skills
• Problem Solving/Analysis
• Be passionate about your own growth, and help your teammates grow with you
• Self-directed and proactive in a work remote environment
• Bachelor’s Degree in Computer Science or a related field

Preferred Qualifications:

• Proficiency in ticketing support tools like Jira
• Experience with ESRI Portal and ArcPro
• Experience with 3-GIS Web, Mobile, and Admin
• PGAdmin experience or similar database tools
• Telecom planning, construction or asset management
• Spanish language skills

Working conditions:

This role requires routine use of standard office equipment such as computers, phones, and copiers. This is a remote position and a professional workspace is required.

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