Job Description

Overview

In this challenging and rewarding role, you will play a vital role in Esri's success by providing essential assistance to customers. You will be able to cultivate relationships with domestic and international customers across various industries and teams within the organization. The position demands exceptional problem-solving and research skills to deliver comprehensive support to our customers.

Become part of a passionate team dedicated to helping customers utilize GIS software to positively impact the world. This role offers opportunities for advancement within the department and other areas of the organization.

Responsibilities

• Provide top-notch customer support: Deliver outstanding support by comprehensively understanding customer concerns, effectively managing various customer situations, and focusing on details to provide solutions.
• Own the order process: Manage the order process by overseeing all stages from initiation to completion. Ensure efficient delivery execution and maintain well-organized records throughout the process. Regularly update and manage the databases containing customer account information.
• Build relationships: Engage closely with the Esri teams to provide essential support and information that facilitates effective solutions for our customers. This partnership aims to ensure customers have all the resources and guidance they need to achieve their goals and maximize their success with our products and services.
• Drive Results: Develop efficient methods to resolve customer inquiries swiftly, escalate concerns as needed, and participate in projects to improve customer experience. Conduct thorough analyses and troubleshoot complex issues on orders and deliveries to offer effective solutions.

Requirements

• 1+ years of professional or customer service experience in a similar position, supporting similar responsibilities
• Effective communication, prioritization, and multi-tasking skills with high attention to detail including experience working in a fast-paced environment
• Ability to use resources to research issues and manage complex customer inquiries
• Customer oriented with a high level of professionalism
• Ability to learn new concepts and software programs quickly, retain large amounts of information, and adapt as priorities change
• Experience with Microsoft Office Suite
• High School diploma or equivalent

Recommended Qualifications

• Bachelor's in business or related field
• Minimum typing speed of 35 wpm
• Knowledge of SAP and Salesforce
• Basic knowledge of Microsoft Excel

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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 component 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.

The Company

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.

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