Support Coordinator

About the role

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 involves triaging incoming support requests, facilitating communication, and ensuring customers receive an optimal service experience from initial contact to resolution.

Responsibilities

• Direct engagement with client organizations and their users related to any technical support cases they have opened with our team
• 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
• Maintain 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
• Communicate clearly with clients over the phone in the English language

Qualifications

• Bachelor's degree in GIS, Geography, MIS, Communications, Business Administration, or a related field; or 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