Full-Time

Program Manager

Quality Assurance, Technical Support

Posted on 8/29/2024

esri

esri

5,001-10,000 employees

Provides GIS software and location intelligence

Data & Analytics
Consulting
Government & Public Sector

Compensation Overview

$70.7k - $135.2kAnnually

Senior

No H1B Sponsorship

West Redlands, Redlands, CA, USA

Onsite presence required.

US Citizenship Required

Category
Project Management
Business & Strategy
Required Skills
Data Science
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 mapping and spatial analytics software that helps organizations visualize and analyze data. Their main product, ArcGIS, allows users to understand relationships and trends in data through advanced mapping capabilities. Esri differentiates itself from competitors by offering a comprehensive suite of tools and services that cater to a wide range of clients, including government agencies, businesses, and non-profits, for applications like urban planning and disaster response. The company's goal is to empower organizations to make informed decisions and optimize operations using location intelligence.

Company Stage

N/A

Total Funding

N/A

Headquarters

Redlands, California

Founded

1969

Simplify Jobs

Simplify's Take

What believers are saying

  • Rising demand for real-time GIS data integration boosts Esri's smart city solutions.
  • 5G technology enhances GIS applications, benefiting Esri's remote sensing capabilities.
  • AI integration with GIS enables advanced spatial analysis, aiding Esri's predictive modeling.

What critics are saying

  • Increased competition in GIS software could impact Esri's market share.
  • Rapid technological changes may require continuous adaptation of Esri's offerings.
  • Economic downturns could affect clients' investment in GIS solutions, impacting Esri's revenue.

What makes esri unique

  • Esri's ArcGIS is a leading platform in GIS and spatial analytics.
  • The company offers cloud-based GIS services, enhancing accessibility for diverse clients.
  • Esri's partnerships, like with Previsico, expand its capabilities in flood forecasting.

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