Imagery Support Technician I

EagleView, the leader in aerial imagery, is hiring a Imagery Support Technician I to our Customer Technical Support team. This position provides technical support to EagleView customers, both internal and external. In addition, this position provides support via email, phone and chat and accurately record all support interactions in the EagleView CRM

Responsibilities:

• Demonstrates ownership of customer issues by proactively solving customer issues in a timely and professional manner.
• Applies EagleView applications and integration solutions to translate customer issues and inquiries into resolutions quickly.
• Answers customer inquiries and resolves technical and operational issues with EagleView solutions. i.e., chats, phone, e-mails, screenshares.
• Assists customers with installation, configuration, and use of EagleView solutions.
• Keeps and maintains accurate records of all activities within the CRM tracking system.
• Maintains a high degree of technical understanding of EagleView geospatial solutions, including existing, historical, and emerging solutions.
• Continually improves customer service and communications skills through self-study and EagleView-recommended training.
• Works closely and communicates effectively with EagleView Engineering, Production, Products, Contract Administration, Sales, and Operations as needed to provide solutions to customers.
• Tracks, manages, and closes all open Support Cases in a timely manner.
• Tests new EagleView solutions and new releases when requested by Engineering and Products.
• Quickly and thoroughly learn new software applications to ensure efficient and effective use in daily tasks.

Qualifications:

• Excellent customer service skills, including written and verbal communications.
• Strong listening skills to understand, empathize, and resolve customer issues.
• Bachelors degree or equivalent experience in a similar technical field.
• Self-starter, able to work with minimal supervision.
• Excellent teamwork capabilities. The ability to collaborate inside departments and external teams.
• Strong analytical troubleshooting ability.
• Demonstrates competency with Windows and MacOS, knowledgeable about basic software installation, experience, or ability to learn multiple browser formats. Entry-level experience with networking and basic hardware limitations.

Preferred Experience:

• Basic Salesforce knowledge
• Entry-level knowledge of Geospatial concepts and leading GIS software (i.e., ESRI Suite of Applications, QGis).

Personal Traits & Values:

• Great organizational, time management, and problem-solving skills
• Exceptional analytical and technical aptitude
• Effective communication and collaboration skills
• Highly motivated, self-starter, goal-oriented and innovative
• Must be comfortable with ambiguity and fast change with an ability to adapt quickly and easily

EEO Statement:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You acknowledge that you can perform the essential functions with or without reasonable accommodation. The noise level in the work environment is usually moderately reserved. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state, or local laws.