Support Specialist - GIS

NISC; Atlanta (GA); On-site; USD 60,000 - 75,000; Full time

Job summary

NISC is seeking a Product Support Specialist I to be the first line of GIS product support, troubleshooting issues, implementing solutions, and helping customers maximize the value of our software.

You will collaborate with internal teams, document solutions, train end users, and tailor software to fit customer workflows while contributing to a culture of innovation and learning.

Qualifications

• Bachelor’s degree in GIS, Geography or related field.
• 2+ years technical support experience preferred.
• Familiarity with ArcMap/ArcCatalog/ArcPro.
• Excellent written and verbal communication skills.
• Basic proficiency with MS Office and ArcGIS suite.
• Understanding of software troubleshooting and support.
• Experience with help desk CRM tools.

Responsibilities

• Provide first-line product support via phone, email, and chat.
• Identify and troubleshoot technical issues using documentation and input.
• Use ESRI ArcGIS tools 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.
• 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

Communication skills

Problem solving

Analytical thinking

Teamwork

Learning agility

Time management

Customer service

Technical communication

Education

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

Tools

ArcMap

ArcCatalog

ArcPro

ESRI ArcGIS suite

Microsoft Office Suite

CRM / Help desk software

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.