Support Analyst I - GIS

Overview

As a Support Analyst I, you will focus on learning the essentials of the ArcGIS Platform and developing problem-solving skills to tackle real-world customer challenges. In our collaborative environment, every interaction allows you to expand your knowledge, refine your skills, and contribute to meaningful global impact. Your proactive and resourceful approach will drive creative solutions to our customers' most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS. At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion. 

Responsibilities

• Embrace innovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions. 


• Empower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions. 


• Become a technical expert. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform. 


• Fostering an environment of helpfulness and collaboration. Partner with team members to identify common patterns, align on the best path forward, and solve cases.  


• Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers. 

Requirements

• 1+ years of professional and customer service-oriented experience in a similar position, supporting similar responsibilities


• Experience with the usage and performance of ArcGIS Online, ArcGIS Pro, and/or ArcGIS Enterprise


• Demonstrated ability to communicate with customers with varying technical aptitudes in GIS and information technology


• Be self-motivated, a proactive problem solver, team oriented, and creative


• Visa Sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US. 


• Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field  

Recommended Qualifications

• Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise


• Proficiency with computer troubleshooting, such as network traffic, python, and/or configuring software


• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field  

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