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

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

Deliver exceptional customer service by actively listening to customer inquiries, empathizing with their concerns, and providing timely and accurate solutions. 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 escalate complex issues and follow up until they are resolved satisfactorily, ensuring effective communication between all parties involved. 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. Help develop improved support processes to enhance our customer experience. 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.