Support Specialist - GIS

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.