Support Coordinator

Schneider Geospatial, LLC; Indianapolis (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Schneider Geospatial, LLC is seeking a remote Support Coordinator to triage and manage client support cases for our GovTech GIS SaaS and desktop products. You will engage with municipal and county users, triage issues, and coordinate timely resolutions while maintaining clear communication in English.

Ideal candidates have a GIS education background and experience with GIS software and SQL, plus comfort supporting government operations and using Schneider Geospatial tools.

Qualifications

• Bachelor level degree or certificate in GIS, geography, MIS, communications or related field.
• Experience with GIS software is preferred.
• SQL experience is preferred.
• Experience with local government operations is a strong plus.
• Familiarity with Schneider Geospatial products is a plus.

Responsibilities

• Respond to client calls and emails in a timely manner.
• Triage, prioritize, and assign support cases to qualified specialists.
• Document and report on case statuses to clients.
• Proactively follow up on cases awaiting customer responses.
• Maintain clear verbal communication with clients in English.

Skills

Communication

Verbal communication

Written communication

Customer service

Education

BA/BS or certificate in GIS or related field

Tools

GIS software

SQL

Job description

About Schneider Geospatial

Schneider Geospatial is a leading PE-backed GovTech SaaS company modernizing how governments serve their communities. Our GIS-based GovTech solutions power over 1,000 local governments across 34 states, reaching more than 32 million citizens annually. We help public agencies streamline parcel management, permitting & licensing, and asset management, making government more transparent, efficient, and citizen focused.

Recognized multiple years as a Great Employer to Work For, we blend a purpose-driven mission with the innovation and agility of a high-growth software company.

Schneider Geospatial has also been named to the GovTech 100 for four consecutive years, recognizing the most innovative and impactful companies serving state and local government.

The Schneider Geospatial Support Coordinator serves as a front-line team member providing excellent remote customer service for clients and end users of our SaaS and desktop software products. This role will triage incoming support requests and facilitate communication to ensure customers are receiving an optimal service experience from initial contact to resolution of their support case.

What You Can Expect In The Role

• Direct engagement with client organizations and their users related to any technical support cases they have opened with our team
• Be on the frontlines of modernizing government organizations with advanced software technologies
• Ability to work collaboratively and communicate effectively with team members
• Manage customer interactions by telephone, both in response to customer inquiries and through proactive outreach

Responsibilities

• Respond to client calls and emails in a timely manner.
• Triage, prioritize, and assign customer support cases to qualified Support Specialists
• Support case tracking, documentation, and status reporting to clients
• Proactively follow-up with customers on support cases waiting on customer responses
• Monitor open support cases and assist Support personnel with communication and coordination to resolve cases in a timely manner
• Provide direct product end-user support and resolution
• Ability to verbally communicate clearly with client over the phone in the English language.
• Good written communication and grammar skills (in the English language) are highly important.
• Establish active listening, empathy, professionalism, clear verbal communication, appropriate questioning techniques, accurate documentation, and timely follow-up to ensure customer confidence and issue resolution

Qualifications

• BA/BS or Certificate in GIS, Geography, MIS, Communications, Business Administration, or a related field; or a relevant combination of education and experience
• GIS software experience is preferred
• SQL experience is preferred
• Strong desire to successfully and enthusiastically support software that is being used to solve customer problems
• Experience with local government (county and municipal) operations, especially pertaining to permitting, infrastructure and asset management, land records, or fleet management services, is a strong plus
• Experience with Schneider Geospatial’s software products is a strong plus

Successful Support Coordinators will have future opportunities to pursue numerous career paths in our organization, depending on interests and skillset, including business development, project management, consulting, software testing/QA, and product management.

Equal Opportunity

Schneider Geospatial is an Equal Opportunity Employer. We welcome candidates from all backgrounds and believe that diversity strengthens our team, fuels innovation, and drives success.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.