VertiGIS North America Ltd.
Technical Support Analyst
9 days ago
Richmond
Job DescriptionSalary: AtVertiGIS, we build powerful GISsoftware. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esris ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world. VertiGIS offers meaningful careers that grow with you over time, encourage you to think creatively, and connect you with customers who are making a difference in the world. We are passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. What we all have in common is our drive to do excellent work, support each other as we grow, and enjoy the beautiful places where we live. The Position A Technical Support Analyst is responsible for providing technical support to internal and external clients including: fielding and resolving technical issues with end customers and providing troubleshooting support and solutions to employees and customers. In addition, this position assists with updates to knowledge articles and similar user-facing documentation. Responsibilities: • Responding to technical support inquiries from customers in a timely fashion., • Track and manage support activities usingZendesk., • Ensuring customers continue to get full value for theirsoftware and solutions,by supporting software versions installed by those customers until upgraded or retired., • Escalating tickets as necessary for technical assistance., • Reviewing and revising knowledge articles., • Providing occasionalphone and email coverage overevenings andweekends., • Performingother duties and special projects as required. Requirements: • Enthusiasm and a passion for technology; with an eagerness to solve complex software issues. You like to solve a puzzle, even if sometimes there is a piece or two missing., • A genuine dedication to customer care/service. You truly like to help people, and find it makes you happy when you make a customer happy., • Strong analytical and troubleshooting skills., • Strong written and verbal communication skills., • Aptitude for learning new technologies with minimal supervision. Would love to see: • Experience in a help desk environment, telecommunications, or GIS related field., • Post-secondary education in Computer Science, Software Engineering, or Geography (or equivalent experience)., • Experiencewithsoftware developmentofWindows desktop or Web applications., • Experience working with Microsoft enterprise software including SQL Server or Oracle Database. How to Apply Please apply with a cover letter and a resume. A cover letter complements your resume. It allows you to elaborate on your background and experience. It provides you with an opportunity to address how you meet the requirements for the role. It demonstrates your interest.These are important topics that arent always covered in a resume alone. Your resume is factual, your cover letter is personal. Weve had the most success with applicants that include a cover letter. Only applicants that include a cover letter will be considered. We look forward to receiving your application! Why Work for VertiGIS? Team / Career Growth • Top-notch colleagues that like and respect one another, • We listen to peoples' ideasand act on them, • A supportive environment with opportunity for training, professional development,and advancement, • Challenging, interesting work Benefits • Medical, Dental, Vision options, • Company covers 63% of the medical and dental premiums, • Company provided Short Term Disability, Long Term Disability, and Life AD&D, • 401K Safe Harbor with automatic 3% employer contribution after 90 days, • And more! Office • A hybrid working model allowing employees to split time between the office and home, • A convenient location in the Arboretum directly off Powhite Parkway, • Onsite gym and caf, • Snacksandcoffee provided At VertiGIS, we are committed to fostering a diverse,equitable, and inclusive workplace where everyone feels safe, respected, and valued. We encourage everyone who is interested in the role,regardless of race, ethnicity, religion, sex, gender, sexual orientation, disability status or age,to apply. Unique perspectives and experiences are what make our teams strong! If you self-identify as having a disability, please let us know how we can bestassistyou.Accommodation isavailable upon request at any time during the recruitment process. VertiGIS Compensation Philosophy At VertiGIS, we strive to offer competitive total compensation packages that include both direct and non-direct compensation such as salary, health care and retirement benefits, variable/incentive pay, paid time off, and other benefits and perks. Our job postings reflect the expected pay or pay range for each position in alignment with our compensation philosophy and salary budget. This reflects what we feel is competitive based on the profile of candidate we are seeking. The background, experience, and skill set we are seeking will be outlined in the role requirements. We strive to have a comprehensive approach to compensation and ensure that employees are paid based on the value they bring to the company. Were a great place to build your career. Our colleagues are great people and make our company the kind of place we enjoy coming to every day. We reward top performers and stay true to our core values. Since 1999, weve built our business based on steady, sustainable growth were still growing and our future is bright! Note:To avoid potential formatting issues, we require that yousubmit your resume and cover letter as PDF files. Note:We use a recruitment tool to reach out to candidates so please check your inbox to ensure our emails are not being filtered as "Social" or "Promotions" (our provider has been notified).