About this role
SUPPORT SPECIALIST (with Emphasis on Geographic Information Systems)
Department: Support
Reports to: GIS Lead/VP of Customer Service and Support
Division: Remote
Classification: Salary/Exempt/Full-time
JOB SUMMARY
A GIS Support Specialist is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time. The role demands a blend of GIS knowledge, Esri-based systems, and field staking software expertise.
ESSENTIAL FUNCTIONS
• Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all GIS and Staking products and services function properly
• Advises customers on system settings and configurations that favorably impact software performance and user experience
• Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
• Translate operational and system processes into clear instructions and/or explanations as knowledge articles
• Document all customer interactions in a support ticketing system
• Adapt to new technologies and changes in software functionality through continuous product release cycles
• Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
• Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job
QUALIFICATIONS
• Bachelor’s degree in GIS, Geography, Electrical Engineering, Computer Science, or Information Technology (or equivalent experience/certification)
• Proficiency in Esri ArcGIS Desktop/Pro required, experience with ArcGIS Online a plus
• Need an understanding of coordinate systems and spatial file formats (Shapefiles, Geodatabases, and GeoJSON)
• Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
• Experience with Python (ArcPy) or SQL queries for data management
• Knowledge of cloud-based spatial data or Enterprise Geodatabases (SDE) is a plus
• Must be able to effectively communicate with customers, both verbally and in writing