At Cityworks, we thrive on building great products that leverage GIS to improve communities around the world. Our team includes creative, energetic, and dedicated professionals who are passionate about helping our customers build resilient, sustainable, and safe communities. If you’re looking for a challenging opportunity with a creative and dynamic company and a flexible work environment, let’s talk.
Azteca Systems, LLC is an Equal Opportunity and Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Learn more here.
LOCATION: DeSoto, TX (Dallas)
DATE: Immediately
At Cityworks, we thrive on building great products that leverage GIS to improve communities around the world. Our team includes creative, energetic, and dedicated professionals who are passionate about helping our clients build resilient, sustainable, and safe communities.
The Technical Help Desk Representative will work closely with the Help Desk Lead and entire customer support team to ensure the success of Cityworks users. This role reports to the Director of Customer Support.
Responsibilities
- Provide technical support to customers in a timely and professional manner via multiple channels (phone, chat, email, and web portal) and interact 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 ArcGIS, and technical support.
- Exceptional analytical and problem-solving skills a must.
- Effective time management and decision-making.
- Hardware and software troubleshooting skills.
- Knowledge of leading database systems (Oracle or SQL Server) is a plus.
- Knowledge of Salesforce CRM is a plus.
- Knowledge of community development, public works, and utilities in municipal or utility districts (water, wastewater, stormwater, streets, and traffic), permitting, or business licensing 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.
Submission
Interested applicants should provide a resume by email to careers@cityworks.com.
Azteca Systems, LLC is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.