Receptionist, Support Services

Overview

Are you people-oriented, well-structured, and effective communicator? Consider joining our Support Services team in a vital role where you can leverage your excellent interpersonal abilities and passion for assisting others within our software user community. 

Responsibilities

• Ensure availability for all Esri employees and customers on local and toll-free phone lines


• Manage support inquiries across multiple channels, including phone calls, emails, chat, and online applications on Support.Esri.com and MyEsri.com


• Track and assess employee and customer information using Lightning and SAP, while maintaining confidentiality of customer contact and contract information


• Create support requests and submit into the call tracking system and direct a high volume of customers to appropriate staff according to procedure and policy


• Verify Maintenance & Authorized Callers of restricted accounts, assist with escalations of secured accounts


• Create Service Contracts and Activate Entitlements and notify appropriate resources of updates needed to contracts and entitlements


• Participate in the production and testing of systems, applications and workflows related to Call Routing and Customer Relationship Management. Including recording team, department, and company workflows and limitations via CRM case tracking


• Assess and disseminate trend information through analysis, meetings and presentations


• Train employees and customers of procedures and policies


• Assist with projects and other work tasks required to meet business needs  

Requirements

• 1+ years of experience working in a professional office environment


• Strong communication skills with the ability to communicate effectively with internal and external customers


• Knowledge of Microsoft Office applications (Word, Excel, Outlook)


• Excellent interpersonal and organizational skills


• Desire to work in a fast-paced environment and ability to work on multiple tasks simultaneously


• Ability to think creatively in order to further develop the position and processes


• High school diploma or equivalent 

Recommended Qualifications

• Associate’s or Bachelor’s degree in GIS, business, or related field


• Knowledge of SAP or Salesforce


• Minimum typing speed 45 WPM 

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