Technical Support Dispatcher

Jen Williams is a Technical Support Dispatcher for Esri UK.

£30,000*

per year

• Jen works in the tech support department of Esri UK, a geospatial software company. As a dispatcher Jen receives cases and assigns them to the analysts.
• Jen’s key responsibilities are to respond in a timely manner and triage cases that come into technical support via the customer online portal and assign the case to the most appropriate analyst or department.
• The benefits of a job in technical support are being able to balance work and homelife, having opportunities to learn and grow and feeling engaged and motivated in a job where no two days are the same.

Jen always enjoyed studying geography, maps and GIS and its growing usage when she first started University. Jen enjoyed a module of her under-graduate degree and was enough of an introduction to GIS and Esri software to know she wanted to pursue this further.
GIS allows customers to manipulate geospatial data for whatever their end use might be, for example construction, education, or retail.
At Esri UK qualifications needed for a job can vary. Jen had a BSc in Geology and an MSc in GIS and Remote Sensing.
It is important to have experience of GIS, especially Esri software and a keenness to learn.
As a team dispatcher Jen needs to be available when the phone lines are open, so her working hours are 9-5.30pm, every weekday. Jen does not work early mornings, evenings or weekends.
Most dispatchers work in the role for up to eighteen months, before progressing into an analyst role within technical support, where there would then be more flexibility in the hours of work.
Jen’s work is entirely desk based, with a hybrid routine, working three days a week at home and in the office for two days a week.
Jens’ commute to work is at least one hour, so days working at home can be more relaxed, but she enjoys time spent in the office with her team.
As Jen is relatively new to the job, she feels grateful and lucky to have a great team around her, working in a collaborative and welcoming environment.