Receptionist


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Overview


Are you outgoing, organized, and a good communicator? Join our Support Services team in this important position utilizing your strong people skills and desire to help others in supporting our software user community. This is a challenging position with opportunity for growth.

Responsibilities


  • Maintain call availability for all Esri employees and customers calling into the local and toll-free phone lines.
  • Receive support requests via email alias, chat, or the online applications at Support.Esri.com and MyEsri.com
  • Direct a high volume of customers to appropriate staff according to procedure and policy
  • Maintain confidentiality of customer contact and contract information
  • Track and assess employee and customer information using Lightning and SAP
  • Create support requests and submit into the call tracking system
  • Verify Maintenance & Authorized Callers of restricted accounts
  • Create Service Contracts and Activate Entitlements
  • Notify appropriate resources of updates needed to contracts and entitlements
  • Assist with escalations of secured accounts
  • Participate in the production and testing of systems, applications and workflows related to Call Routing and Customer Relationship Management.  
  • Record team, department, and company workflows and limitations via CRM case tracking
  • Assess and disseminate trend information through analysis, meetings and presentations
  • Develop reports using Excel and Salesforce
  • Train employees and customers of procedures and policies
  • Assist with projects and other work tasks required to meet business needs

Requirements


 

  • A minimum of one year of experience working in a professional office environment
  • Strong communication skills with the ability to communicate effectively with internal and external customers
  • Knowledge of Microsoft Office applications (Word, Excel, Outlook)
  • Excellent interpersonal and organizational skills
  • Desire to work in a fast-paced environment and ability to work on multiple tasks simultaneously
  • Ability to think creatively in order to further develop the position and processes
  • Minimum typing speed of 45 wpm
  • High school diploma or equivalent

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

 

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

 

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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