Tag Archives: ESRI Support Services
The Esri Support Services team will be at the 2013 Esri International Developer Summit, and we will be offering appointments for your technical questions. Specialists in all areas of the software will be available to assist with your questions. Users … Continue reading
An interview with ArcGIS Desktop analyst, and Parcel Editor / ArcPad specialist, Amy A. In our continuing series, “Getting to Know Esri Support”, we interviewed Amy who is a support analyst for the Redlands, CA office. Office – Redlands, CA Hometown … Continue reading
The Esri Support Services team will be at the 2013 Esri Federal GIS Conference, and we will be offering appointments for your technical questions. Specialists in all areas of the software will be available to assist with your questions. Users attending … Continue reading
The Esri Support Services department piloted its own GeoMentoring program in 2009 to help increase geographic awareness and geoliteracy, and has been participating each year in local schools. The eighth grade science classes at a middle school in Concord, North … Continue reading
An interview with ArcIMS and ArcGIS Server Analyst, Gaurav N.
To continue our “Getting to Know Esri Support” series, we’ve interviewed a member of the Redlands Server team. Gaurav has traveled far and is now living his dream working for Esri!. Continue reading
An interview with Desktop Senior Support Technical Lead, Todd S.
Before the end of the year, we wanted to introduce you to another member of our team – this time from the Charlotte office! We snapped a picture of him and his Charlie Brown tree as he reflects on his past GIS experiences and how he got to where he is today. Continue reading
An interview with ArcSDE Enterprise Geodatabase analyst Shan C.
To continue our “Getting to Know Esri Support” series, we’ve recapped our talk with Shan Chen regarding his experiences with GIS. We hope you enjoy this blog and getting to know some of the members of the Esri Support Services team! Continue reading
Esri Support Services has had several summer interns that decided to cool off by working inside the air conditioning, instead of lying by the pool this summer. While they are here working in Esri Support Services, they have been given the opportunity to learn the ropes of a career in supporting GIS software and to build on their existing GIS knowledge by participating in a 12 week internship program.
Within Esri Support Services, this year’s interns have come from a wide variety of backgrounds including computer science, GIS, geography, engineering, business, and English. Depending on their focus in their studies, we placed the interns in a role that was best suited for them. So, they may be working as a Support Analyst, within the business department, or on the Support Documentation team. Each intern is provided a mentor to work closely with during their time in Esri Support Services. After initial training and onboarding, the interns took the reins with tasks involving:
- contributing to online forums
- testing software/hardware issues
- helping to assist analysts on technical work with customers
- documenting technical issues through authoring knowledge base articles
- submitting software defects/enhancements
Additionally, Support Services’ interns have listened in on support calls with analysts and attended weekly team meetings to get a feel for the collaborative environment of Esri Support Services.
We thought you’d like to hear straight from the horse’s mouth to find out more about the interns’ experiences throughout their time and the work they did in Support Services, so we’ve included some blurbs below.
Kevin Burke participated in the summer internship program on the Desktop team in the Redlands, CA Support Services department. He is a recent graduate from California Polytechnic University-Pomona with a degree in Civil Engineering and a minor in Business Management. Within Civil Engineering, he focused in Geospatial Engineering, which focused on courses that dealt with spatial data, surveying, and mapping.
“My internship here at Esri has been a great experience. Upon arriving I was intimidated; however, I quickly learned and became well-versed and comfortable both in working with the software and communicating with other employees. Everyone has been extremely helpful and always welcomed any questions or concerns that I may have had. So, these are the reasons why working for Esri has been both fun and rewarding.”
Freddie Gibson participated in the summer internship program on the Desktop team in the Redlands, CA Support Services department. He is a recent graduate of the University of Arkansas at Monticello with a degree in Spatial Information Systems with a GIS emphasis and Computer Information Systems.
“I have learned a lot at Esri. At Esri, the sky is the limit when it comes to learning. For every product supported by Esri, there are people or resources available to get you started on any topic. Every employee is willing to teach you everything they know in the hopes that it will make you a better person for both yourself and the company.
During my time here, I’ve had plenty of conversations with some of the staff about various topics. As a result of my workspace being next to Margaret Maher, author of “Lining Up Data in ArcGIS”, I know that I’ll leave with an above average understanding of projections. Also, with the many conversions I’ve had with the other members of the Desktop Team, I know that I’ll leave Esri with a better sense of how to fix my own workflows and any other incidents that I’ll have throughout my GIS career.“
As summer is quickly coming to an end, many interns are wrapping up their 12 week programs and saying farewell to the colleagues they’ve met during their time in Support. With a successful turn out and many opportunities gained this summer, by both interns and support staff, we plan on continuing the participation in the Esri Summer Internship Program in the future!
- Melissa J., Geodata team Support Analyst, Esri Support Services – Charlotte, NC
For the first time, the Esri Support Services Documentation group has a team of summer interns working with them to gain a better understanding of documentation within Support, the software products and what they do, and Esri in general. As they continue to work with us and gain more knowledge about the company and the software, they are also working on projects within a variety of documentation platforms covering different products and issues. Michael has finished his 12 week internship, so his time with us has come to an end. So, on his way out, he wanted to share some of his experiences here with you. We hope you enjoy hearing about Support Services and the Documentation group from an intern’s perspective. Happy reading!
- Collin W., Support Services Blog Content Manager – Esri Support Services
My name is Michael Wee, and this summer I was an intern within the Esri Support Services Documentation group. Throughout the course of my internship, I was able to gain a wealth of experience by being involved in a wide variety of projects and tasks. I was able to better my understanding of how the documentation group at a software company works and also how the Support Services department functions as a whole.
Right away, I began to work closely with the copy editors of the team. They helped me adapt to the work environment very quickly and taught me about their jobs, such as maintaining the knowledge base articles. Whenever I had a question, they were always willing to sit down and help resolve any problems or issues I was having at the time.
One important aspect of documentation I learned about was the knowledge base articles. These articles are the backbone of Esri’s Online Technical Support, and their maintenance is absolutely crucial in delivering answers to customers’ questions. Most people tend to take for granted the documents they find online in a company’s help section of their Web site. What I saw, however, was the process for pushing these articles out to the Web. From skilled analysts who are able to find time out of their busy schedules of helping customers, to the copy editors who make sure the articles are properly formatted and grammatically correct, to myself attempting to author articles out of the most straightforward of incidents, I can safely say that I no longer take a company’s support documents for granted.
Another form of documentation and online resource I helped with was the wiki.GIS.com site. This wiki was launched in November of 2009 and is ever-evolving. As the content continues to grow, it is shaping up to be a quality resource for GIS users and those who are curious about GIS in general. While working with the wiki, I learned about the processes involved with building a wiki page from scratch. I helped seed pages that did not previously exist, and with the help of the technical writers in the documentation group, I also edited pages to make them pertain more to GIS. An example of a wiki page I helped to make more GIS-centric is the Visual Basic page on wiki.GIS.com.
While I was given exposure to documentation, I was also called upon to help within other areas of the Esri Support Services. What interested me the most was testing the ‘My Support’ tool for incident management. This tool allows customers to keep track of their incidents online without having to call in to the company. It gives customers a quick status update while reducing the overall call volume.
What was interesting about the testing the ‘My Support’ tool was finding the bugs. It was also fascinating to see the turn-around time for fixing the bugs I’d identified. They were a big issue one day, and non-existent in a matter of 24 hours. Finding even one bug made me feel like I was helping to solve real issues and help produce a sturdy support tool that would help both customers and the company.
At the end of this internship, I feel like I can look back and see tangible results of my work at Esri. I have written a couple of pages in the wiki, drafted a couple of knowledge base articles, and helped launch a major online tool that went live less than a week ago. Best of all, with these articles that I have written, I feel that I am helping real people solve real problems.
- Michael W., Summer Intern – Esri Support Services Documentation group
You Love GoToAssist, You Really Do!
ESRI Support Services has a variety of tools available to assist customers in resolving issues, and one of these is Citrix Online’s GoToAssist technology. GoToAssist allows our Support analysts to remotely and securely connect to our customers’ computers: allowing for faster, more accurate diagnosis of many kinds of problems – especially when the problem involves a map. We’ve been finding more and more situations where GoToAssist has been helpful in reducing resolution time and increasing the satisfaction of our customers, but you don’t have to take our word for it…
In February, ESRI Support Services conducted more than 2,700 GoToAssist sessions with customers. At the end of each GoToAssist session, customers have the opportunity to complete a survey. In February, we saw a survey response rate greater than 45%. That’s rather high for a voluntary customer survey, and we’d like to send out a big “Thank You!” to those who did their part by completing their GoToAssist surveys!
Customers are more likely to respond to a survey if they had an extreme experience, either extremely good or extremely, well…otherwise. Our reaction to the survey results is an extreme one as well; we’re extremely pleased to be able to say that, overall, our customers love GoToAssist! Consider these facts and figures from the February 2009 survey data:
- When asked whether the Support analyst’s decision to use GoToAssist was a good idea, 99.6% of the surveys received said, “Yes”. We would have been happy with 95% or even 90%, but the astounding figure of 99.6% means that there are probably even more situations in which using GoToAssist may be beneficial. ESRI Support Services will continue to look for more ways in which this tool can help you.
- When asked whether using GoToAssist increased the speed of issue resolution, 96.2% of the surveys received said, “Yes”. In many cases, the response was “Yes” even when the issue was not resolved by the end of the GoToAssist session! That means that our customers recognize and appreciate the time-saving benefits of using GoToAssist to diagnose and troubleshoot, even if the issue isn’t immediately resolved.
- Almost 75% of the responses indicated that the issue was resolved by the end of the session. To state this another way, if one of our Support analysts used GoToAssist with you in February, your odds were nearly 3 out of 4 that your issue was going to be resolved by the time you said “goodbye”!
If the numbers don’t speak loudly enough, here are just a few of the comments we received last month regarding the benefits of GoToAssist:
“It is always better when the expert is able to actually see what I am doing wrong and make it right! Yeah!”
“The [screen] sharing program was really helpful and made my task so much easier!”
“As always, this was a great way to show tech support the behavior of the problem.”
“This was one of those issues that would not have been resolved without using the screen sharing because of the nuances. It greatly sped up the troubleshooting process and helped us develop a workaround.”
“I love tech support! I love screen sharing! You guys make me look good! Thanks for all your help.”
Now, we know that screen sharing isn’t a cure-all; for example, GoToAssist won’t help if we don’t have Support staff that is available, knowledgeable, and friendly. We also know that screen sharing is less beneficial in some situations, like when reviewing large log files or trying to debug code; but there are many situations where screen sharing can make a big difference. All of us here at ESRI Support Services will continue to look for good opportunities to use GoToAssist to assist you.
Thanks for letting us know you appreciate it, and keep that feedback coming!
-Jason H., ESRI Support Services, Global Metrics Manager
Get the Most from Bugs Online
Here are some tips and tricks on how to use bugs online, which is a searchable database of known ESRI software issues, available from the ESRI Support site.
- Get logged in: In order to see Bugs Online in your Support Center Search results, you’ll need to be logged in with your ESRI Global Account. If you use the Login box on the Support Center home page, you can check the “Remember my Username” check box to make it easier to log in in the future.
- Keywords are your friends: Our Search works best with keywords, rather than complete phrases or questions. When you’re searching for known issues in Bugs Online, enter keywords that would be likely to appear in the bug report. You can use quotation marks to indicate words that should appear together, like “virtual server”.
- Use unique identifiers: If you have been given a bug ID by ESRI Support Services or on the forums, enter it into the Search box all by itself. Bug IDs begin with 3 letters, followed by 6 digits, for example: NIM010312. If the bug is available for review in Bugs Online, searching on the bug ID is the best way to find it.
- Contact ESRI Support Services for more info or to push for a resolution: Bugs Online gives you a one-line synopsis, current status, and other good bits of information. If you need more information about the bug, want to know if there are any potential workarounds, or have questions about how the bug might affect your project; contact us and our support staff can provide more details. For more information on bugs online check out Knowledge Base article 33917 titled, “What do I need to know about Bugs Online?“.
—Beth G., User Advocacy Group Program Manager, ESRI Support Services