Customer Support Specialist
- 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 sat isfaction.
- 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: 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.
- 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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