Customer Support Specialist

Job Description

The Support Specialist I (SE I) develops solutions to 3-GIS software problems to meet the needs of the internal and external customers. In this position you will be responsible for handling day-to-day customer interactions across different support channels and for ensuring a timely and positive outcome for our growing customer base.

Duties and responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Duties:

Provide superior customer support and troubleshoot client issues with 3-GIS software and assist clients in exceeding their expectations for their use of the 3-GIS software.

Educate customers on our products and services and how best to leverage them in their daily operations.

Proactively identify best practices/workflow changes to improve customer satisfaction.

Work collaboratively with other 3-GIS teams (Sales, Product, Development, PMO) to get the right answers for our customers and to deliver an exceptional customer experience.

Identify and escalate issues to team leads.

Follow processes or policies to help improve overall support metrics and CS operations.

Install or upgrade 3-GIS Network Solution, ESRI and database software.

Configure 3-GIS software, web services and database software.

Test new software functionality and bug fixes.

Prepare and perform detailed 3-GIS product demonstrations.

Train clients on product operations, functionality and usage.

Consult clients on new projects and implementation of software and services.

Train new team members who join the Customer Success area.

Track and report data from calls and chats for high-priority customer issues.

Collaborate with leadership to improve customer experience.

Other customer success support duties as assigned.

Qualifications

Required Qualifications:

You are someone who is motivated by helping other people solve problems. You thrive in a busy environment and are passionate about providing an outstanding experience for our customers.

Bachelor’s degree in computer science or a related field.

Two 0-2 Years’ Experience in customer service area or technical support role.

Excellent written and verbal communication Skills.

Detail-oriented with strong multitasking and organizational skills.

Be proactive and a natural problem-solver.

Organizational Skills.

Problem Solving/Analysis.

ArcGIS Desktop/ArcGIS Server Knowledge.

Be passionate about your own growth and help your teammates grow with you.

Self-directed and proactive in a work remote environment.

Preferred:

Proficiency in ticketing support tools like Jira.

Database troubleshooting experience (including management tools such as SQL Developer, SQL Server Manager, PGAdmin).

Experience with Python or similar scripting languages.

Flexible to work across different US time zones.

Spanish or German language skills.

Powered by JazzHR

lzkfrVo51l

Full-time