Archived Wisconsin Geospatial Jobs

Technical Help Desk Representative

Cityworks

This is an EXPIRED job listing. Do not apply for this position!

Location: West Bend, WI
Type: Full Time
Posted: 10/22/2019
Deadline to Apply: 11/18/2019
Payrate: $17.00 - $22.00 / hour

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 700 licensed organizations throughout the world.

JOB SUMMARY

Utilizes knowledge of software & systems components and applies knowledge and skills in problem solving, implementing, configuration changes, including technical expertise in the Cityworks Asset Management application and Geographic Information Systems (GIS).

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: web portal, phone, chat, and email
  • Research available resources to locate known solutions to 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.
  • 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
  • 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.

Experience:

  • customer service: 2 years (Preferred)
  • GIS: 2 years (Required)

Education:

  • Bachelor’s (Required)

Language:

  • English (Required)

Work authorization:

  • United States (Required)

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Job Is Ideal for Someone Who Is:

  • People-oriented — enjoys interacting with people and working on group projects
  • Achievement-oriented — enjoys taking on challenges, even if they might fail
  • Detail-oriented — would rather focus on the details of work than the bigger picture