Receptionist, Support Services

Job description

Overview Are you people-oriented, well-structured, and effective communicator? Consider joining our Support Services team in a vital role where you can leverage your excellent interpersonal abilities and passion for assisting others within our software user community. Responsibilities: - Ensure availability for all Esri employees and customers on local and toll-free phone lines - Manage support inquiries across multiple channels, including phone calls, emails, chat, and online applications on Support.Esri.com and MyEsri.com - Track and assess employee and customer information using Lightning and SAP, while maintaining confidentiality of customer contact and contract information - Create support requests and submit into the call tracking system and direct a high volume of customers to appropriate staff according to procedure and policy - Verify Maintenance & Authorized Callers of restricted accounts, assist with escalations of secured accounts - Create Service Contracts and Activate Entitlements and notify appropriate resources of updates needed to contracts and entitlements - Participate in the production and testing of systems, applications and workflows related to Call Routing an...