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Full-Time

Program Manager

Quality Assurance, Technical Support

Confirmed live in the last 24 hours

esri

esri

5,001-10,000 employees

Provides GIS software and location intelligence

Data & Analytics
Enterprise Software
Government & Public Sector

Compensation Overview

$70.7k - $135.2kAnnually

Senior, Expert

West Redlands, Redlands, CA, USA

Onsite presence required.

US Citizenship Required

Category
Project Management
Business & Strategy
Required Skills
Communications
Salesforce
Requirements
  • 5+ years of experience in a technical support role, preferably in a QA/QC capacity
  • Strong attention to detail and excellent analytical skills
  • Excellent communication and interpersonal skills, with the ability to work independently and adapt, while also thriving as part of the team
  • Proficient in using customer support software and tools, including salesforce CRM and ticketing system
  • Knowledge of quality assurance methodologies and best practices
  • Familiarity with technical support processes and procedures
  • Ability to adapt to changing priorities and work in a fast-paced environment
  • Ability to travel up to 25% of the time
  • US Citizenship
  • Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field
Responsibilities
  • Collaborate with the Technical Support Operations Team to develop and implement quality assurance and quality control processes and procedures framework
  • Conduct quality assurance checks on technical support interactions, including phone calls, emails, and chat conversations
  • Review and evaluate customer feedback to identify trends and areas for improvement
  • Monitor and analyze key performance indicators to measure the effectiveness of front-line Technical Support delivery teams
  • Identify and report any issues or trends impacting customer satisfaction and success
  • Stay up-to-date with industry best practices and trends in technical support and quality assurance to implement and ensure continued alignment within the program
  • Review other areas of Technical Support that could benefit from quality assessment and determine ways to implement a strategy

Esri specializes in Geographic Information Systems (GIS) and location intelligence, providing software that enables organizations to visualize and analyze spatial data. Its main product, ArcGIS, allows users to create detailed maps and perform spatial analytics to uncover relationships and trends in data. Clients from various sectors, including government, business, and academia, utilize Esri's technology for applications like urban planning and disaster response. Unlike many competitors, Esri offers a comprehensive suite of GIS tools and professional consulting services, helping clients effectively implement and maximize their use of GIS. The company's goal is to empower organizations to make informed decisions and optimize operations through the use of location intelligence.

Company Stage

N/A

Total Funding

N/A

Headquarters

Redlands, California

Founded

N/A

Simplify Jobs

Simplify's Take

What believers are saying

  • Esri's continuous innovation, exemplified by the release of new editions of ArcGIS Pro and updated land cover maps, keeps it at the forefront of the GIS industry.
  • The company's global partnerships and recognitions, like the SAG award and collaborations with Azercosmos, highlight its influence and leadership in the field.
  • Joining the Esri Partner Network, as seen with Buzz Solutions, provides opportunities for growth and collaboration within a well-established ecosystem.

What critics are saying

  • The competitive landscape in GIS and location intelligence is intense, with new entrants and technological advancements posing potential threats.
  • Dependence on software licensing and subscription services may be vulnerable to market fluctuations and economic downturns.

What makes esri unique

  • Esri's long-standing expertise since 1969 and its flagship product, ArcGIS, set it apart as a pioneer and leader in the GIS and location intelligence market.
  • The company's focus on a wide range of applications, from urban planning to environmental monitoring, allows it to serve diverse sectors effectively.
  • Esri's robust ecosystem of partnerships, such as with VertiGIS and DTN, enhances its service offerings and extends its market reach.