ArcGIS Support Consultant | Conseiller/conseillère, Assistance technique pour ArcGIS

Esri Canada has an exceptional opportunity for an ArcGIS Support Consultant to join our ArcGIS Support Services department. Reporting to the Manager, ArcGIS Online Support, the person in this role will connect with Esri Canada’s clients to gain a clear understanding of their goals and provide support for their GIS products, implementations, upgrades, and daily operations. The Consultant will deliver outstanding service by providing prompt and expert support within a dynamic, team-oriented environment. This role is focused on providing advanced support for Esri’s suite of Online products, including but not limited to: ArcGIS Online, ArcGIS Experience Builder ArcGIS Field Maps, ArcGIS Survey123, and other ArcGIS web apps. This role will be based in remotely, anywhere in Canada. About us: Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics. If you are passionate about making an impact in an organization that’s committed to creating a sustainable future, consider joining our team A Day in the Life of an ArcGIS Support Consultant at Esri Canada: Deliver exceptional customer service by actively listening to customer inquiries, empathizing with their concerns, and providing timely and accurate solutions. Possesses and maintains an excellent level of proficiency with Esri’s suite of Online products, including but not limited to: ArcGIS Online, ArcGIS Experience Builder ArcGIS Field Maps, ArcGIS Survey123, and other ArcGIS web apps. Troubleshoot problems on behalf of clients and Esri Canada staff. Provide knowledge-based technical expertise to clients and communicate via telephone, e-mail, or remote session in a tactful manner, demonstrating a sense of urgency and professionalism. Maintain an accurate and detailed summary of all support requests using Esri’s Global CRM. Collaborate with other Customer Support teams to elevate complex issues and follow up until they are resolved satisfactorily, ensuring effective communication between all parties involved. To report to the Manager, ArcGIS Online Support Services on an ongoing basis and communicate all relevant matters about customer support with a sense of urgency. Identify and log defects in Esri products, and, where possible, to provide workarounds for these issues. Handle ArcGIS Online performance and service interruption issues with strong sense of urgency and critical awareness. Champion GIS initiatives and actively promote a culture of learning within the Customer Support team. Help develop improved support processes to enhance our customer experience. When needed, take ownership of resolving licensing issues promptly and efficiently. Contribute to Esri’s Global Support community by developing proactive content related to Esri’s technology including knowledge articles, blogs and videos - and by delivering knowledge transfers to colleagues. Lead the resolution of complex, high-impact technical issues, collaborating with product teams and escalating as necessary. Mentor and coach junior team members, fostering a culture of continuous learning and professional growth. Ensure ongoing Esri certification in designated technical areas. What you bring to the team: Minimum of 3 years of experience with ArcGIS Online. Strong working knowledge of ArcGIS Experience Builder, ArcGIS Survey123 and ArcGIS Field Maps. Working knowledge of ArcGIS Pro. University degree or college diploma in the field of Geography, GIS, Geomatics, Computer Science, or related discipline, or equivalent experience and skills. Skilled in using tools to monitor, capture, and analyze web traffic data. Strong problem-solving and analytical skills Ability to work independently and collaboratively in a fast-paced environment Requires a high degree of fluency in spoken and written English Bonus points for this position: Demonstrate excellent customer service skills by actively listening, empathizing and effectively resolving customer issues to ensure satisfaction. Exhibit resourcefulness and consistently apply excellent problem-solving skills, particularly in ambiguous or unclear situations. Demonstrate effective time management, prioritization, and organizational abilities. Foster strong working relationships with colleagues to support collaboration and meet the needs of Esri Canada’s employees and clients. Demonstrate strong communication skills, including writing, presenting, and reading, to effectively support team and customer needs. Stay informed about industry trends and maintain up-to-date knowledge of competitor products. Proactively learn and adapt to new technologies with minimal supervision. Proven ability to perform effectively and efficiently in a fast-paced, high-volume work environment. Compensation & Benefits: At Esri Canada, we are committed to fair and competitive compensation. This role offers a base salary range of $72,000 to $82,300 annually, determined based on experience, skills, and internal equity. We regularly benchmark across a variety of positions, industries and levels to ensure we remain competitive in the market. What Esri Canada offers you: We prioritize our employees’ well-being and work-lifebalance. Our benefits include: Work fromHome or hybrid work Generous Paid Time-Off: Enjoy up to 6 weeks of time off per year, including: 3 weeks of paid annual vacation, increasing with years of service 50 hours of Paid-Time Off (PTO) for personal needs 32 hours of Summer Time Winter holiday office closure Comprehensive health benefits plan RRSP match increasing with years of service Training and development programs for professional growth Company perks including discounts on gym memberships, technology purchases and more. Company-sponsored events and social activities Employee-driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more. Fluency in English is essential, as this role requires regular client communication and support in English-speaking regions. How to apply: Ready to join our amazing team? Submit your resume today 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, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process. We appreciate all applications, but only those selected for an interview will be contacted. Our hiring process includes background checks as a condition of employment. #J-18808-Ljbffr