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.