Customer Support Analyst

Cyclomedia Technology•Middleton, WI

About The Position

With rapid growth in the US built on over 40 years of proven global experience capturing street level imagery in different environments, Cyclomedia develops, builds, and operates the world’s most advanced mobile mapping systems. A combination of sensors ranging from cameras and LiDAR scanners to state-of-the-art positioning systems captures, measures, identifies and generates a digital twin of areas in the United States and Europe. We deliver customer value through identification of and insight generated by attribution of assets using our highly automated process of data extraction. Cyclomedia’s team helps make the world safer, greener, more accessible, and smarter! Job Summary Come grow with us! Do you enjoy helping customers with their technical support needs? Do you have a strong attention to detail? Have you worked with ArcGIS? Are you good at troubleshooting problems? We are looking for a friendly, knowledgeable, and detail-oriented Support Analyst to join our team. In this role you will handle service desk requests with our customers based on their use of our web application and integrations with the Esri platform for viewing Cyclomedia’s panoramic street-level imagery and LiDAR. You will also assist with software testing of our web application and our integrations with ArcGIS Pro, ArcGIS Online, and ArcGIS Portal from Esri. In this position, you will work with our Solution Engineering team to troubleshoot problems and in addition, assist with writing training materials and recording training videos. Your experience will help customers be successful in the use of Cyclomedia Technology’s street level imagery, LiDAR, and asset extraction services so they can maximize the value of our products. We work with customers in fields such as property tax assessment, public works, utilities, transportation, and communications.

Requirements

Bachelor’s Degree or Associates Degree in GIS or a related field
Prior experience in GIS, imagery and/or related technologies is required
Skilled at working to understand client questions
Knowledge of ArcGIS Desktop analysis and editing tools
Excellent communication, presentation, and interpersonal skills
Willingness to learn and contribute to projects and programs outside current competency
Must be organized, have strong attention to detail, and be able to manage workflow in a proactive manner
Initiative to solve problems independently and creatively

Responsibilities

Serves as the main point of contact for our service desk requests
Supports our customers through their inquiries with a supportive and patient demeanor
Participates in software testing and our integration with the ESRI products
Solves software-related problems that our customers encounter
Coordinates with colleagues for more advanced issues and to share customer feedback
Prepares written training materials to be used by our Solutions teams as well as training videos for our customers