GIS Product Support Specialist

NISC; Atlanta (GA); On-site; USD 52,000 - 78,000; Full time

Job summary

NISC develops and implements enterprise-level software solutions for energy cooperatives and communication organizations across North America. We are seeking a Product Support Specialist I to troubleshoot GIS product-related issues, implement solutions, and help users maximize value from our software.

As the first line of support, you will assist with phone, email, and chat inquiries, train end users, and document solutions while collaborating with cross-functional teams to improve functionality

Qualifications

• Bachelor’s degree in GIS, Geography, or related field.
• 2+ years of technical support experience.
• Familiarity with ArcMap/ArcCatalog/ArcPro.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office; basic ESRI ArcGIS knowledge.

Responsibilities

• Provide first-line product support via phone, email, and chat.
• Identify and troubleshoot issues using documentation and customer input.
• Utilize ESRI ArcGIS tools (ArcMap, ArcCatalog, ArcPro) to solve user challenges.
• Train end users and create technical documentation, webinars, and presentations.
• Gather and share customer feedback with development teams to improve product functionality.

Skills

Communication

Analytical thinking

Customer service

Time management

Teamwork

Education

Bachelor’s degree in GIS, Geography, or related field

Tools

ArcGIS ArcMap

ArcCatalog

ArcGIS Pro

Microsoft Office

Job description

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Futura Systems, a NISC subsidiary, provides enterprise utility GIS solutions to hundreds of electric membership cooperatives, municipal systems, and utility providers across the U.S. Leveraging ESRI’s ArcGIS platform, we deliver mapping, staking, outage management, operations, and workforce management tools that are both powerful and user-friendly.

If you thrive on problem-solving, learning, and helping customers succeed, this is the place for you!

Position Overview:

As a Product Support Specialist I, you will be the first line of support for our customers, troubleshooting GIS product-related issues, implementing solutions, and helping users maximize the value of our software. You will collaborate with internal teams, communicate solutions clearly, and contribute to a culture of innovation and learning.

Essential Functions:

• Provide first-line product support via phone, email, and chat.
• Identify and troubleshoot technical issues using documentation and customer input.
• Utilize ESRI ArcGIS tools (ArcMap, ArcCatalog, ArcPro) to solve user challenges.
• Escalate complex issues to senior team members when needed.
• Test software changes for compatibility and implement basic fixes.
• Train end users and create technical documentation, webinars, and presentations.
• Customize software solutions to align with customer business processes.
• Gather and share customer feedback with development teams to improve product functionality.
• Maintain accurate records of customer interactions and support activities.
• Collaborate with cross-functional teams to resolve customer concerns.
• Represent the company at conferences and networking events.
• Stay proactive in learning, innovation, and knowledge-sharing.

Knowledge, Skills, and Abilities:

• Bachelor’s Degree in GIS, Geography, or a related field.
• 2 years or more technical support experience preferred.
• Familiarity with ArcMap, ArcCatalog, or ArcPro preferred (1 year).
• Excellent written and verbal communication skills.
• Basic proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Basic knowledge of ESRI ArcGIS suite.
• Understanding of software troubleshooting and support.
• Experience with help desk software or CRM tools.
• Strong analytical and problem-solving abilities.
• Ability to communicate technical information to technical and non-technical audiences.
• Flexibility, time management, and ability to thrive in a fast-paced environment.
• Solution-oriented, proactive, and eager to learn.
• Passion for exceptional customer service and teamwork.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.