https://recruiting.paylocity.com/recruiting/jobs/Apply/623111/3-GIS-LLC/Support-Specialist-II
The Support Specialist II develops solutions to 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 base of customers.
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.
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
REQUIRED QUALIFICATIONS
- Bachelor’s Degree in Computer Science or a related field
- Two 3-4 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
BENEFICIAL EXPERIENCE
- 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
