Tier 2 Support Consultant for Esri Canada
Esri Canada
Esri Canada is looking for a Tier 2 Support Consultant to provide excellent customer support for Assessment Analyst® GAMA. Help clients succeed by troubleshooting and resolving tech challenges effectively. This remote role is integral within Esri Canada’s Customer Support function, focusing on delivering high-quality Tier 2 support for Assessment solutions. Your technical judgement will be essential for diagnosing issues and communicating effectively with clients throughout the support case lifecycle. Collaborate with various teams to improve support processes and documentation. Key Responsibilities:
- Provide advanced Tier 2 support for GAMA solutions
- Diagnose and manage customer issues end-to-end
- Use Salesforce Service Cloud for document management
- Collaborate with internal teams on escalated issues
- Report on support trends and metrics analysis
- At least 3 years of relevant support experience
- Tier 2 support in SaaS or enterprise environments
- Working knowledge of case management systems
- Bilingual in English and French is a must
- Preferred degree in IT, GIS, or equivalent experience
Vacancy posted 1 day ago
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