Tier 1 Support Analyst - Mandarin

Tier 1 Support Analyst - Mandarin, Shah Alam, Selangor, Malaysia

Esri Malaysia is a multinational organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA.

We have largest market share and business growth is promising. Existing pool of resources can provide high quality consultancy services, project implementation and comprehensive customer support and now employs over 200 people in Malaysia.

As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That's where you come in!

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 Mandarin 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.

Why Esri Malaysia

At Esri Malaysia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

Empowered Flexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first three months to ensure a comprehensive onboarding experience before agreeing to a hybrid model.

Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.

Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.

Appreciation and Engagement: Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.

Performance Recognition: Enjoy a financially rewarding profit-sharing bonus.

We are a 2024 Circle Back Initiative Employer we commit to respond to every applicant.

Please note that Esri Malaysia does not accept unsolicited resumes from recruiters or employment agencies.

For further details or if you have any questions, please contact our Talent Acquisition team by mail at [Confidential Information].