Put Your Career on the Map

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: Sandy, UT (preferred location); DeSoto, TX; or West Bend, WI
DATE: Immediately

The Cityworks platform is a GIS-centric enterprise management tool available in conjunction with Esri’s ArcGIS Server, as well as with most other platform offerings and extension to ArcGIS. Cityworks gives municipal government, public works, and utility organizations the ability to create and track permits, cases, licenses, service requests, work orders, inspections, and tests while managing the tasks, labor, material, and equipment associated with any given maintenance activity. Cityworks is fully integrated with Esri’s leading GIS technology, Microsoft Office, and Crystal Reports.

The Technical Support Representative will work closely with the Cityworks customer support team to ensure the success of Cityworks users. This role reports to the Director of Customer Support.

Responsibilities

  • Use CRM to log customer communication originating from multiple channels (phone, chat, email, and web portal)
  • Hold screen-share web meetings with customers to pinpoint the root cause of a reported issue
  • Participate in continuing education opportunities
  • Develop and maintain core product knowledge
  • Research available resources to locate known resolutions to ensure timely resolution of customer issues and contribute to customer satisfaction and retention
  • Utilize problem-solving skills to identify the cause of problems reported by the customer
  • Provide accurate responses and potential solutions
  • Respond in a positive, friendly, confident way to customer questions
  • Rely on instructions, pre-established guidelines, experience, and judgment to plan and accomplish daily tasks
  • A certain degree of creativity and latitude is expected
  • Perform tasks while being moderately supervised to ensure a quality support experience
  • Supervision may include content review for emails and web interaction
  • Coach less experienced personnel on a regular schedule
  • Prepare and provide brief skills training to the Customer Support team

Ideal Candidate Description

  • Excellent interpersonal and communication skills
  • Exceptional problem-solving skills
  • 2 years experience in Cityworks
  • 5 years experience in Esri ArcGIS
  • 2 years experience in technical support
  • Effective time management and decision-making skills
  • Knowledge of leading database systems (Oracle and/or SQL Server)
  • Proficiency in typing and data entry is a plus
  • Knowledge of community development, public works, and utilities in municipal and/or utility districts (water, wastewater, stormwater, streets, and traffic) is a plus
  • Knowledge of Salesforce CRM is a plus

Personality Traits and Characteristics

  • Friendly personality
  • A high level of ethics, professionalism, and confidence
  • Excellent customer service skills with a can-do attitude and a strong drive for excellence
  • A strong work ethic with the ability to work independently
  • Excellent oral and written communication skills with the ability to conduct product demonstrations

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.

LOCATION: West Bend, WI
DATE: Immediately

CLOSING DATE: 31 July 2019

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 successful candidate will work closely with sales account managers to pursue opportunities and expand account activity with existing customers. Our market focus includes municipal and local government, public works, utility district, community development, and related segments. This role reports to the Manager of the Customer Success Management team. 

Responsibilities

  • Own the overall post-launch relationship with Cityworks customers
  • Increase customer platform usage and adoption
  • Ensure customer retention and contract renewal
  • Ensure customer satisfaction
  • Up-sell and uncover new revenue opportunities
  • Establish a trusted strategic advisor relationship with Cityworks customers to drive strategic value
  • Develop, prepare, and nurture customers for advocacy
  • Work with customers to establish critical goals and key performance indicators and aid the customer in achieving their goals
  • Manage customer escalations
  • Conduct product and best practices webinars
  • Develop and maintain core product knowledge
  • Other duties as required

Ideal Candidate Description

  • Prior experience in customer success/account management type roles ensuring customer satisfaction, adoption, and retention (required)
  • Solid knowledge of community development (building permitting processes, code enforcement, business licensing), public works, and utilities in municipal and/or utility districts (water, wastewater, stormwater, streets and traffic) (required)
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Ability to interact with client teams at various levels of technical and non-technical depth
  • Enjoys the challenge of being a significant part of a growing, developing organization
  • Effective time management, decision making, analytical and problem-solving capabilities
  • Proficient in Word, PowerPoint, and Excel
  • Knowledge of Salesforce CRM a plus
  • Knowledge of Esri ArcGIS

Personality Traits and Characteristics

  • A high level of ethics, professionalism, and confidence
  • Excellent customer service skills with a “can do” attitude and an extremely strong drive
  • Excellent oral and written communication skills with the ability to conduct product demonstrations
  • Outstanding analytical, problem-solving, organization, prioritization and multitasking skills
  • Individual flourishes in a high-growth tech environment and adapts well to change
  • Self-starter with a strong need for achievement

Education

  • BS/BA in business management, GIS, geography, related field

Travel

Approximately 50 percent.

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.