I started with Esri in July 2006 as a support analyst for the geodata unit. I didn't have a GIS background; my degree is in electrical and computer engineering, but I did a GIS-related project during an internship.
Prior to that, I was working in technical support for HP in Montreal, Canada. I was ready for a more challenging position, so I posted my resumé online. An Esri recruiter contacted me, and although I wasn't familiar with the company at the time, it sounded very interesting. Once I started working here, I soon learned that Esri software is very powerful and can do so many things. I feel fortunate to work for the company that produces it.
As a support analyst, I tested products, submitted bug reports, did research, and helped customers resolve issues via phone and e-mail. In March 2010, I was promoted to group lead of about 12 support analysts. If they have any questions or need help resolving a problem, they come to me. If a customer issue has been escalated, I make sure it gets assigned to the proper analyst. Part of my job is also making sure the issues have been addressed and our customers are happy. I also work on special projects for the management team to see how we can make processes more efficient to improve our service.
We have a very talented and motivated team. People here really love the technology, so they enjoy their jobs. Also, we come across a variety of issues; it's not the same thing over and over. One user may be in utilities and the next in transportation; even though they are looking to us for help, we also learn from them about how they apply our software into their applications and what kind of challenges they are facing.
In Support Services, there are many opportunities for ongoing training to learn about new technologies. We also have regular meetings so staff can share their experiences, for example, what kind of calls they've taken, so we can learn from each other.
The problems we help users resolve are very involved and challenging, unlike at some call centers, where the rep may spend a few minutes on the phone with each customer. This means that we can continue to learn about our software, expand our knowledge, and improve our troubleshooting skills. I tell potential employees, "You won't get bored in this position. You always feel challenged because of the nature of the calls we support."
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