Solution Architect

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Location: Aylesbury, Buckinghamshire (flexible, 3 days a week in office, 2 at home)

Salary: Starting from £28,000 per annum plus circa 20% annual bonus

Role Overview:

We're looking for a Technical Support Dispatcher to join our Technical Support team, helping our customers receive a high-quality support experience while building your career within the technology sector.

This role is ideal for someone who enjoys working with people, solving problems, and has an interest in technology. You’ll be responsible for managing incoming support requests, accurately capturing customer issues, and ensuring they are directed to the right teams for resolution.

You’ll act as an important link between our customers and internal technical teams, gathering information, maintaining accurate records, and supporting the smooth running of our support operations.

You’ll work closely with Support Analysts, Support Leads, Customer Success Managers, Sales Managers, and wider teams across Esri UK, gaining valuable exposure to our technology, customers, and the wider geospatial industry.

As our Technical Support Dispatcher, you will:

• Log and manage incoming customer support requests and incidents through Salesforce, ensuring information is captured accurately and efficiently
• Communicate with customers to understand their issues, gather relevant information, and provide a positive support experience
• Assess and prioritise incoming support requests, ensuring they are directed to the appropriate teams or individuals
• Work closely with Support Analysts and Support Leads to support effective incident resolution
• Maintain accurate records and ensure support cases are kept up to date
• Manage support alerts in Salesforce, ensuring information remains relevant and accurate
• Maintain internal documentation, including the Software Catalogue and knowledge management resources
• Administer internal licence requests and support processes
• Contribute ideas to improve dispatch processes, tools, and the overall customer support experience
• Follow incident management and IT service management processes to maintain service quality
• Support onboarding and knowledge sharing with new team members
• Work collaboratively across teams and contribute to wider projects and initiatives as your skills and experience develop

This would be a great career move if you:

• Have an interest in technology, IT, GIS (Geographic Information Systems), or customer support
• Enjoy working with customers and building strong professional relationships
• Have excellent communication skills, both written and verbal
• Are confident communicating technical and business information to different audiences
• Have strong organisational skills and the ability to prioritise your workload effectively
• Are proactive, adaptable, and comfortable working in a fast-paced environment
• Have good attention to detail and take pride in delivering a high-quality service
• Enjoy collaborating with colleagues and contributing as part of a wider team
• Have basic knowledge of Microsoft Office applications, including Outlook
• Have previous customer-facing experience (desirable)
• Have an awareness or interest in the wider IT industry and technology trends (desirable)
• Have knowledge or experience of GIS (desirable but not essential)

No previous technical support experience is required. We’re looking for someone with the right attitude, curiosity, and willingness to learn.

Why join us?

We offer a competitive salary alongside a comprehensive benefits package including pension, healthcare and flexible working.

• Generous annual bonus scheme
• 6% company pension
• Private healthcare
• Gym/wellbeing contribution
• Cycle to Work scheme
• Enhanced family-friendly policies
• Paid volunteering opportunities
• Flexible working and support for continual learning and development

Who are we?

Esri UK is the country’s leading geospatial technology company, helping organisations understand the relationship between people, places and data to solve real-world problems that affect communities, businesses and the environment every day.

Behind every map is a story. From tackling climate change and improving sustainability to supporting smarter decision-making and digital transformation, our technology helps organisations understand what is happening, why it is happening, and what action to take next.

We’re a growing, ambitious business with a strong culture, a passion for innovation, and a commitment to developing our people. Our Technical Support team plays a vital role in helping our customers get the most from our technology by providing expert guidance, support, and outstanding service.

Close Date: 9th August

How to apply:

Please apply via with your CV, cover letter and salary expectations.

Application deadline:

Due to the nature of our customers and data, you must be based in the UK and willing to complete relevant security checks.

Esri UK is an equal opportunity employer. We recognise the importance and value of having a diverse and inclusive workforce and the benefits this brings to both our employees and our customers.

No agencies please.