Overview

We seek a highly skilled and detail-oriented individual to join our Technical Support team as a QA/QC Program Manager. In this role, you will be responsible for ensuring the quality and accuracy of our technical support delivery to our customers and identifying areas for improvement. You will work closely with our Operations Team to develop and implement quality assurance processes and procedures. 

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

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

Recommended Qualifications

2+ years of experience in customer care, customer support, or related field conducting quality assurance
Experience in customer facing roles
Experience managing a team of direct reports
Certification in quality assurance or related field
Experience with the Salesforce CRM system and ticketing software
Knowledge of GIS (Geographic Information System) software and Esri core technologies
Master’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field

#LI-DS5

#LI-Onsite

Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is

$70,720—$135,200 USD

The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

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 reasonable accommodation for any part of the employment process, please email [email protected] 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.

Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.

Compensation Overview

Simplify's Take

What believers are saying

What critics are saying

What makes esri unique