Overview
Are you an effective communicator who enjoys engaging with customers and solving problems? 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 and submit support requests into the call tracking system and direct a high volume of customers to appropriate staff according to outlined workflows
- Verify maintenance and 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
- 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
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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 to further develop the position and processes
- High school diploma or equivalent
Recommended Qualifications
- Bachelor's in GIS, business, or related field
- Knowledge of SAP or Salesforce
- Minimum typing speed 45 WPM
#LI-DS5
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Total Rewards
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 64 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one c omponent 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
$17 - $26 USD
About Esri
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website here.
If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!
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 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 Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.