Support Specialist I

Department: Product Support Summary/Objective: The Support Specialist I assists customers with the 3-GIS product suite within the Esri ecosystem. This role is responsible for diagnosing software issues, guiding customers through best practice workflows, and ensuring a consistently exceptional support experience. You will work directly with client accounts, collaborate cross-functionally with internal teams, and help shape the future of customer success at 3-GIS.This role combines technical support responsibilities with administrative and operational duties in a technology-focused environment.

Essential Functions: Serve as a support representative for customer accounts Assist clients on product functionality, system usage, and best practices Assist with configuration and upgrades of systems Work collaboratively with Sales, Product, Development, and PMO teams to ensure accurate, timely solutions for customers Identify, document, and escalate issues to team leads or engineering as appropriate Track and report data from calls, chats, and high priority issues to support continuous improvement Provide feedback to support leadership to improve customer experience, support processes, and operational efficiency Complete weekly, monthly, and annual support reporting Monitor customer support usage Complete user adds inside of an Active directory Assist with Customer Satisfaction Evaluation Update contracting paperwork and Atlas CRMAssist with management of Jira Cloud Update records in Open Air Gather and report on complex data used to evaluate Departmental KPIsAssist in process improvement initiatives