Technical Support Representative

This is a full-time hourly position with benefits and a great working environment.  This individual will provide technical support to clients and partners via email, phone, and chat. They must have knowledge of GIS and the Cityworks products and services, and may provide guidance to less experienced personnel. They should have knowledge of RDBMS, IIS, Windows Server, Cityworks, and GIS practices and procedures. They will rely on experience and judgment to plan and accomplish goals. A high degree of creative analysis is expected to find resolutions to the reported issues. This individual will work under general supervision and report to a team lead or department manager. 

Duties

• Answer questions relevant to Cityworks platform
• Carefully listen to problem details being reported
• Analyze details seeking the cause of the problem
• Ask leading questions to help pinpoint the cause of the problem
• Initiate screen-sharing sessions to view and analyze the reported problem
• Log case notes in Salesforce CRM
• Work with the Cityworks support team to recommend and seek solutions
• Test and research to identify possible solutions
• Obtain and restore client RDBMS feature datasets for testing purposes
• Escalate unresolved support cases to senior support staff or supervisor
• We encourage a ‘team’ atmosphere to accomplish these responsibilities and goals.

Qualifications/Skills:

• Bachelor’s degree in Geography, GIS, or related field
• Strong communication (verbal and written).
• Meticulous listening and note taking
• Creative Analytics
• Self-motivated and organized
• Willingness to foster customer relationships
• Knowledge of Cityworks and GIS