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TECHNICAL HELP DESK REPRESENTATIVE

Cityworks

LOCATION: DeSoto, TX (Dallas) DATE REQUIRED: 7/1/2019

 

POSITION PROFILE

Cityworks┬«–Azteca Systems LLC, functions efficiently and effectively under the leadership of the corporate President and CEO. The company is composed of the following teams: Administration, Sales & Marketing, Enterprise Solutions, Customer Success Management, and Product Development. Cityworks is a Platinum Partner of Esri and has over 600 licensed organizations throughout the world.

 

ORGANIZATIONAL

   Position reports to the Director of Customer Support.

    The individual will be working closely with Help Desk Lead and the entire customer support team.

 

RESPONSIBILITIES AND EXPECTED ACCOMPLISHMENTS

    Provide technical support to customers in a timely and professional manner via multiple channels: phone, chat, email, and web portal interacting with CRM for case resolution where appropriate.

         Research available resources to locate known solutions to help ensure timely resolution of customer issues, and contribute to customer satisfaction and retention

   Ensure that target support resolution timeframes are met. Maintain 100%

compliance to customer service level through active monitoring and escalation

   Develop and maintain core product knowledge

   Participate in continuing education opportunities

   Follow instructions and pre-established guidelines to perform required tasks

   Perform other duties as assigned by management

 

IDEAL CANDIDATE DESCRIPTION

    Excellent customer relationship skills and professionalism including interpersonal and communication skills

   Experience in Cityworks, Esri GIS, and technical support

   Exceptional analytic and problem-solving skills are a must.

   Effective time management and decision-making

    Knowledge of community development, public works, and utilities in municipal or utility districts (water, wastewater, stormwater, streets, and traffic), permitting, or business licensing is a plus

   Hardware and software troubleshooting skills

   Knowledge of leading database systems (Oracle or SQL Server) is a plus

   Knowledge of Salesforce CRM is a plus

 

PERSONALITY TRAITS AND CHARACTERISTICS

    Excellent oral and written communication skills with the ability to conduct product demonstrations

   A high level of ethics, professionalism, and confidence

   A strong work ethic with the ability to work independently


   Friendly personality with a can-do attitude and a strong drive for excellence

 

EDUCATION

    BS/BA in Geographic Information Systems (GIS), Information Systems, or similar field

   Training in advanced GIS is a plus.

 

COMPENSATION / BENEFITS

   Hourly rate commensurate with experience

   Company benefits package includes 401K, Health, Life, Dental and Vision insurance.

 

SUBMISSION: Submit resume by email to: careers@cityworks.com

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