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ArcGIS Support Analyst | Analyste d’assistance SIG
4 months ago
Esri Canada has an exciting opportunity for an ArcGIS Support Analyst in our Customer Support Department. The position is based remotely in Canada and will report directly to the ArcGIS Support Manager. Esri Canada provides world-class technical support to customers across Canada who are solving complex geospatial problems. Join our team of GIS professionals who are united in their passion for GIS, and who thrive in a dynamic high-performing team environment. As a Support Analyst, you will connect with people every day to resolve challenging issues and share your knowledge and experience with the Esri Community. This role is focused on providing advanced support for Esri’s Online technology, including but not limited to: ArcGIS Online, ArcGIS Field Maps, ArcGIS Survey123, and other ArcGIS web apps. ArcGIS Support Analyst responsibilities include:Delivering exceptional customer service by actively listening to customer inquiries, empathizing with their concerns, and providing timely and accurate solutions.Possessing and maintaining an excellent level of proficiency with ArcGIS Online, ArcGIS Field Maps, ArcGIS Survey123, and other ArcGIS web apps.Passion for troubleshooting problems on behalf of Esri Canada clients, business partners, and employees via telephone, e-mail, chat, or remote screen-sharing technologies, demonstrating a sense of urgency and professionalism.Ensuring all support interactions meet quality standards and comply with company policies and procedures.Obtaining customer data for testing and handling any customer data with the utmost care as it relates to security and confidentiality.When needed, take ownership of resolving licensing issues promptly and efficiently.Work with Esri Support Services on potential product/documentation defects and enhancement requests by documenting them directly in the Global Support system.Collaborating with other Customer Support teams to escalate complex issues and follow up until they are resolved satisfactorily, ensuring effective communication between all parties involved.Maintaining and developing meaningful relationships and rapport with Esri Canada colleagues to help foster collaboration.Contributing to Esri’s Global Support community by creating proactive content related to Esri’s Online technology including knowledge articles, blogs, and videos.Specific skill requirements:University degree or college diploma in GIS, Geomatics, Computer Science, Geography, or a related discipline.Minimum of 1 year of experience with ArcGIS Online.Experience working with ArcGIS Survey123 and ArcGIS Field Maps.Working knowledge of ArcGIS Pro.Requires a high degree of fluency in spoken and written English.Competencies in the following are essential:Possess a passion for GIS.Strong problem-solving and analytical skills.Ability to work independently and collaboratively in a fast-paced environment.Time management, prioritization, and organizational skills.A genuine interest in our customers’ success.Considered as assets for this position are the following:Bilingual (English / French)Previous experience in a customer-facing position.Applied working knowledge of programming and scripting languages (Python, Arcade)Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, a stable work environment, and an outstanding benefits package with ample vacation time. Esri Canada values employment equity and will provide accommodations upon request at any stage of the hiring process. Our hiring process includes background checks as a condition of employment.________________________________________________________________________Esri Canada est à la recherche d’un analyste d’assistance SIG bilingue pour son service d’assistance technique. Le poste est basé à distance au Canada et relèvera directement du responsable du support ArcGIS. Esri Canada offre un soutien technique de classe mondiale aux clients de tout le Canada qui résolvent des problèmes géospatiaux complexes. Joignez-vous à notre équipe de professionnels des SIG qui sont unis par leur passion pour les SIG et qui s'épanouissent dans un environnement d'équipe dynamique et performant. En tant qu'analyste de soutien, vous serez en contact avec les gens tous les jours pour résoudre des problèmes difficiles et partager vos connaissances et votre expérience avec la communauté Esri. Ce rôle est axé sur la fourniture d'une assistance avancée pour la technologie en ligne d'Esri, y compris, mais sans s'y limiter : ArcGIS Online, ArcGIS Field Maps, ArcGIS Survey123, et d'autres applications web ArcGIS. L’analyste d’assistance SIG bilingue idéal possède les qualités suivantes :Fournir un service à la clientèle exceptionnel en écoutant activement les demandes des clients, en comprenant leurs préoccupations et en apportant des solutions rapides et précises.Posséder et maintenir un excellent niveau de compétence avec ArcGIS Online, ArcGIS Field Maps, ArcGIS Survey123 et d'autres applications Web ArcGIS.Passion pour la résolution de problèmes au nom des clients, partenaires commerciaux et employés d'Esri Canada par téléphone, e-mail, chat ou technologies de partage d'écran à distance, en faisant preuve d'un sens de l'urgence et de professionnalisme.Veiller à ce que toutes les interactions d'assistance respectent les normes de qualité et soient conformes aux politiques et procédures de l'entreprise.Obtenir les données des clients pour les tester et les traiter avec le plus grand soin en ce qui concerne la sécurité et la confidentialité.Le cas échéant, prendre en charge la résolution rapide et efficace des problèmes de licence.Travailler avec les services de support d'Esri sur les défauts potentiels du produit/de la documentation et les demandes d'amélioration en les documentant directement dans le système de support global.Collaborer avec d'autres équipes d'assistance à la clientèle pour faire remonter les problèmes complexes et les suivre jusqu'à ce qu'ils soient résolus de manière satisfaisante, en assurant une communication efficace entre toutes les parties concernées.Maintenir et développer des relations significatives avec les collègues d'Esri Canada afin de favoriser la collaboration.Contribuer à la communauté d'assistance mondiale d'Esri en créant un contenu proactif lié à la technologie en ligne d'Esri, y compris des articles de connaissance, des blogs et des vidéos.Formation, expérience et aptitudes nécessaires :Diplôme universitaire en SIG, géomatique, informatique, géographie ou dans une discipline connexe.Au moins un an d'expérience avec ArcGIS Online.Expérience de travail avec ArcGIS Survey123 et ArcGIS Field Maps.Connaissance pratique d'ArcGIS Pro.Excellente maîtrise de l'anglais, tant à l'oral qu'à l'écrit.Compétences considérées comme des atouts :Bilingue (anglais/français)Expérience préalable dans un poste en contact avec la clientèle.Connaissance pratique des langages de programmation et de script (Python, Arcade).Esri Canada met en valeur une culture de travail dynamique et inclusive, ainsi que votre perfectionnement professionnel et la flexibilité de travailler à distance ou à l’un de nos bureaux au Canada. Certains postes peuvent nécessiter des déplacements occasionnels à destination des bureaux de l’entreprise ou d’un client. Nous offrons des salaires attrayants, un environnement de travail stable et un ensemble d’avantages sociaux exceptionnels avec de nombreuses vacances. Esri Canada accorde une grande importance à l’égalité d’accès à l’emploi et fournira des mesures d’adaptation sur demande à n’importe quelle étape du processus d’embauche. Notre processus d’embauche inclut la verification des antécédents comme condition d’emploi.
