Remote Support Specialist with Emphasis on Geographic Information Systems (GIS)

Department: SupportReports to: GIS Lead/VP of Customer Service and SupportDivision: RemoteClassification: Salary/Exempt/Full-timeJOB SUMMARYA 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 properlyAdvises customers on system settings and configurations that favorably impact software performance and user experienceMust be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development teamTranslate operational and system processes into clear instructions and/or explanations as knowledge articlesDocument all customer interactions in a support ticketing systemAdapt to new technologies and changes in software functionality through continuous product release cyclesUpholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibilityAny other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job QUALIFICATIONSBachelor’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 plusNeed an understanding of coordinate systems and spatial file formats (Shapefiles, Geodatabases, and GeoJSON) Familiarity with MultiSpeak or CIM standards for utility data integration is preferredExperience with Python (ArcPy) or SQL queries for data managementKnowledge of cloud-based spatial data or Enterprise Geodatabases (SDE) is a plusMust be able to effectively communicate with customers, both verbally and in writing