Posted: Nov 4, 2024
APPLY

Support Analyst-ArcGIS

Esri - Vienna, VA
Application Deadline: N/A

Be part of a team that provides world-class technical support, ensuring our customers succeed and make effective, intelligent geospatial decisions all around the globe. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high-performing environment.

Responsibilities

 

  • Provide high-quality technical support and customer service to Esri end users through effective communication and efficient troubleshooting
  • Identify, understand, and articulate solutions for customer issues, including the usage and performance of ArcGIS Online, ArcGIS Pro, and related technologies
  • Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture
  • Maintain comprehensive case documentation in customer relationship management (CRM) system
  • Work in other technical areas of software support as needed such as identifying issues and logging defects

Requirements

 

  • 2+ years of professional or customer service experience in a similar position, supporting similar responsibilities
  • Professional experience providing customer service and troubleshooting with customers and users
  • Working knowledge or the ability to learn the configuration, usage, and performance of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise
  • Ability to communicate with customers with varying technical aptitudes in GIS and information technology
  • Proficient time management skills
  • US citizenship and ability and willingness to obtain a security clearance
  • Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field

Recommended Qualifications

 

  • Professional experience with Esri software or various software systems
  • Understanding of network troubleshooting tools with the ability to troubleshoot network connections used by the ArcGIS products
  • Master’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field