Cityworks
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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