Customer Support Specialist

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.

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