Posted in Other 17 days ago.
Job Title: GIS Technical Support Analyst
Location: Desoto, TX OR Remote
Division: Trimble Geospatial - Cityworks
Cityworks, a Trimble company, streamlines the way government agencies and utilities manage infrastructure and property by combining the power and flexibility of Geographic Information System (GIS) mapping technology with the business logic of asset management, permitting, licensing and more. Cityworks helps customers manage workflow, schedule resources and prioritize activities, saving time, optimizing communication and improving operational efficiency. Time-tested and proven technology, Cityworks is empowering GIS for improved asset management at more than 700 organizations around the world. We're looking for a Technical Support Analyst to join our team of forward thinking, talented engineers! This is a cross functional position working with other company resources, and closely tied to the entire Customer Support team.
Responsibilities Of This Role:
Log communication with customers in CRM originating via multiple channels: phone, chat, email, and web portal
Hold screen-share web meetings with customers to pinpoint the root cause of reported issue
Participate in continuing education opportunities
Develop and maintain core product knowledge
Research available resources to locate known resolutions to help ensure timely resolution of customer issues, and contribute to customer satisfaction and retention
Utilize problem-solving skills to identify cause of problems reported by the customer
Provide accurate responses and potential solutions
Respond in a positive, friendly, confident way to customers' questions
Rely on instructions, pre-established guidelines, experience, and judgement to plan and accomplish daily tasks
A certain degree of creativity and latitude is expected
Will coach less experienced personnel on a regular schedule
Prepare and provide brief skills training to the Customer Support team
BS/BA in Geographic Information Systems (GIS), Information Systems, or similar field
2+ years' experience in Cityworks is ideal
5+ years' experience in Esri GIS
2+ years' experience in technical support
Knowledge of leading database systems (Oracle and/or SQL Server)
Knowledge of community development, public works, and utilities in municipal and/or utility districts (water, wastewater, storm water, streets, and traffic) is a plus
Knowledge of Salesforce CRM is a plus
Excellent interpersonal and communication skills
Exceptional problem-solving skills is a must
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D