Tier 1 Support Analyst - English/Japanese

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Malaysia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

Please note this is a 24-month contract which will include night shifts, with overtime pay provided.

This is an entry/junior level position. You must hold Malaysian citizenship to be considered.

About the Role

Your key responsibilities will include:

• Provide high-quality technical support and customer service to Esri end users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting
• Resolve technical issues related to ArcGIS Desktop, ArcGIS Online, ArcGIS Enterprise, ArcGIS Pro, and enterprise geodatabases using Esri tools and other related technologies
• Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture
• Maintain comprehensive case documentation in customer relationship management (CRM) system
• As a subject matter expert, author and tech edit knowledge articles available to internal and external users
• Identify issues and log defects for software improvements
• Work in other technical areas of software support as customer and business needs require

About You

We are seeking a proactive and reliable technical support professional, adept at handling technical requests and support, and capable of effectively interacting with customers.

To be successful in this role, you will need:

• Bachelors in GIS, Geography, Environmental Science, Geoscience, Geoinformatics, Geomatics Science, Science Remote Sensing Geography, Computer Science, Management Information Systems, Information Technology or other relevant field, depending on position level (master’s preferred).
• Ability to provide excellent customer service including strong troubleshooting, analytical, and problem-solving skills.
• Proficient written and verbal communication abilities with a strong grasp of the English and Japanese language including grammar, punctuation, and consistency.
• Solid understanding of GIS theory and applications.
• Willingness to understand a broad range of software and how this software works together to form the Esri ArcGIS platform.
• Identify, understand, and articulate solutions for customer issues by means of ArcGIS knowledge including installation, configuration, and performance of ArcGIS Enterprise and related ArcGIS Enterprise technologies.
• Aptitude to gain understanding of systems administration and troubleshooting of multiple operating systems.
• Ability to patiently communicate technical information clearly and concisely.
• Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment.
• Strong prioritization skills including managing time and workload efficiently.
• Attitude and behaviour align with Esri Malaysia’s core values.

Discover how our values shape our impact, your journey begins with one click here

For further details or if you have any questions, please contact our Talent Acquisition team by mail at kkhan@esrimalaysia.com.my