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Be part of a dedicated team that provides world-class Technical Support, ensuring our premium customers excel and make impactful, intelligent geospatial decisions worldwide. As a Premium Support Analyst, you will play a pivotal role in connecting with discerning clientele, understanding their goals, and delivering exceptional support to drive their success. Your expertise, commitment to excellence, and ability to meet milestones will contribute to the superior quality of work we offer in a dynamic and high-performing environment.
Responsibilities
Requirements
Recommended Qualifications
The Company
Our passion for improving quality of life through geography is at the heart of everything we do. Esri's geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is $58,240.00 - $93,600.00.
#LI-DS5
Be part of a dedicated team that provides world-class Technical Support, ensuring our premium customers excel and make impactful, intelligent geospatial decisions worldwide. As a Premium Support Analyst, you will play a pivotal role in connecting with discerning clientele, understanding their goals, and delivering exceptional support to drive their success. Your expertise, commitment to excellence, and ability to meet milestones will contribute to the superior quality of work we offer in a dynamic and high-performing environment.
Responsibilities
- Provide exceptional Technical Support and personalized customer service to our valued premium clientele by leveraging effective communication and efficient troubleshooting
- Analyze customer issues and provide tailored solutions, demonstrating a deep understanding of ArcGIS Enterprise and related technologies
- Meet various Service Level Agreements (SLA) for Premium Customers including priority initial contact and daily communication milestones
- Thrive in a fast-paced, energetic, and collaborative culture, upholding a standard of excellence in all your interactions
- Maintain meticulous case documentation in our customer relationship management (CRM) system, ensuring accurate and comprehensive records
- Collaborate with cross-functional teams, contributing to software support initiatives such as issue identification and defect logging
Requirements
- 2+ years of IT experience and troubleshooting expertise
- 2+ years of professional or customer service experience in a similar position, supporting similar responsibilities
- Strong understanding of information technology concepts to including security, networking, installation, configuration, and performance
- Strong proficiency in the configuration, usage, and performance of ArcGIS Enterprise
- Ability to communicate with customers written and verbal of varying technical aptitudes in both GIS and information technology
- Outstanding time management skills to meet tight deadlines and ensure timely resolution of customer issues
- Bachelor's degree in geography, computer science, data science, engineering, mathematics, GIS, or a related field
Recommended Qualifications
- Professional experience with Esri software or various software systems, showcasing a broad understanding of geospatial technology solutions
- Proficient in cloud computing technologies, such as Amazon Web Services, Microsoft Azure, Google Cloud
- Understanding of SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
- Master's degree in geography, computer science, data science, engineering, mathematics, GIS, or a related field
The Company
Our passion for improving quality of life through geography is at the heart of everything we do. Esri's geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is $58,240.00 - $93,600.00.
#LI-DS5
