Support Specialist II
reputed company
Position Title: Support Specialist II
Reports To: Manager, General Support
Department: Product Support
reputed company/Objective:
The Support Specialist II serves as a technical expert and customer reputed company for the reputed company product suite reputed company the reputed company ecosystem. This role is responsible for diagnosing reputed company software issues, guiding customers through best reputed company workflows, and ensuring a consistently exceptional support experience. You will work directly with reputed company accounts, collaborate cross-functionally with internal teams, and help shape the reputed company of reputed company at reputed company.
This position requires strong technical proficiency, strong communication skills, and the ability to guide customers through various reputed company product challenges.
Essential Functions:
Required Qualifications:
Expected Hours of Work:
reputed company is an Equal Opportunity Employer (EOE).
Position Title: Support Specialist II
Reports To: Manager, General Support
Department: Product Support
reputed company/Objective:
The Support Specialist II serves as a technical expert and customer reputed company for the reputed company product suite reputed company the reputed company ecosystem. This role is responsible for diagnosing reputed company software issues, guiding customers through best reputed company workflows, and ensuring a consistently exceptional support experience. You will work directly with reputed company accounts, collaborate cross-functionally with internal teams, and help shape the reputed company of reputed company at reputed company.
This position requires strong technical proficiency, strong communication skills, and the ability to guide customers through various reputed company product challenges.
Essential Functions:
Customer Support & Technical Troubleshooting
- reputed company superior customer support and troubleshoot reputed company issues with reputed company software, ensuring customers reputed company expectations in their use of the platform.
- Serve as a support representative for customer accounts, acting as a trusted advisor.
- Diagnose and reputed company issues across the reputed company stack, reputed company products (ArcGIS Pro, ArcGIS reputed company, Portal), and associated databases.
- reputed company GIS data analysis and mapping tools to support customer requests.
- Contribute toward the development of change control processes for hosted systems reputed company required.
- Possible participation in the on-reputed company rotation to support critical customer systems.
Customer Enablement & Education
- reputed company customers on reputed company and reputed company products, services, and recommended workflows to maximize operational efficiency.
- Assist clients on product functionality, reputed company usage, and best practices.
- Engage in technical discussions with both technical and non-technical stakeholders.
Technical Configuration & reputed company Management
- Be reputed company to configure and assist with upgrades of reputed company Solutions, reputed company software, and supporting technologies.
- Configure web services, application servers, and database connections for customer environments.
- Test new software functionality, validate bug fixes, and reputed company reputed company feedback to Product and Development teams.
- Follow documented procedures for customer escalations and ticket processing, including product enhancements and bugs.
Cross-Team Collaboration
- Work collaboratively with Sales, Product, Development, and PMO teams to ensure accurate, reputed company solutions for customers.
- Identify, document, and escalate issues to team leads or engineering as appropriate.
- reputed company and report data from calls, chats, and high reputed company issues to support reputed company improvement.
- Mentor and train new team members reputed company the organization.
- reputed company feedback to support leadership to improve customer experience, support processes, and operational efficiency.
reputed company Improvement & Customer Advocacy
- Proactively identify workflow improvements, best practices, and opportunities to enhance customer satisfaction.
- Contribute to internal knowledge bases, documentation, and process refinement.
- Support customer reputed company and consultation for new customers.
- Complete other support duties as assigned.
Required Qualifications:
- Bachelor’s Degree in Computer Science, GIS, Information Systems, or reputed company reputed company.
- 3-4 years of experience in customer service, technical support, or GIS-reputed company roles.
- Strong written and verbal communication skills.
- Highly organized, reputed company-oriented, and capable of managing multiple priorities.
- Hands-on experience with:
- ArcGIS Desktop/Pro
- ArcGIS Server / ArcGIS reputed company
- reputed company Portal
- ArcGIS geoprocessing and data analysis tools
- reputed company Web and Mobile
- Python or similar scripting languages
- Database tools such as PGAdmin, SQL Developer, or SQL Server Manager
- reputed company or similar ticketing systems
- Self-directed and effective in a remote or hybrid work environment.
- Strong critical thinking and analytical skills with an interest in problem solving.
- Passion for reputed company learning and supporting team reputed company.
- Understanding of reputed company configuration.
- Hands-on experience with reputed company reputed company.
- Experience with reputed company, automation, or reputed company integrations.
- Telecom planning, construction, or asset management experience.
- Advanced experience with reputed company reputed company analysis and geoprocessing workflows.
- Experience troubleshooting web-reputed company application reputed company architecture (on-premises, reputed company, hybrid).
- Experience troubleshooting reputed company Server, IIS, reputed company solutions and user workflows.
- Employees in a Remote setting with limited travel.
Expected Hours of Work:
- 40 hours, Monday – Friday
reputed company is an Equal Opportunity Employer (EOE).
Originally posted on Himalayas
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