GIS Product Support Specialist I

National-Information-Solutions-Cooperative-; Atlanta (GA); On-site; USD 52,000 - 70,000; Full time

Job summary

NISC, a leading provider of enterprise GIS solutions, seeks a Product Support Specialist I to be the first line of support for customers. You will troubleshoot GIS product issues, implement solutions using ESRI ArcGIS tools, and help users maximize software value.

You’ll train users and contribute to knowledge-sharing across teams. Ideal candidates have a GIS-related bachelor’s degree, 2+ years in technical support, and strong communication skills.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Problem-solving

Communication skills

Training & documentation

Cross-functional collaboration

Education

Bachelor’s Degree in GIS/Geography

Tools

Esri ArcGIS

ArcMap

ArcCatalog

ArcPro

CRM tools

Job description

NISC, a leading provider of enterprise GIS solutions, seeks a Product Support Specialist I to be the first line of support for customers. You will troubleshoot GIS product issues, implement solutions using ESRI ArcGIS tools, and help users maximize software value.

You’ll train users and contribute to knowledge-sharing across teams. Ideal candidates have a GIS-related bachelor’s degree, 2+ years in technical support, and strong communication skills.