Recognized multiple years as a Great Employer to Work For, we blend a purpose-driven mission with the innovation and agility of a high-growth software company. Schneider Geospatial has also been named to the GovTech 100 for four consecutive years, recognizing the most innovative and impactful companies serving state and local government.
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 will triage incoming support requests and facilitate communication to ensure customers are receiving an optimal service experience from initial contact to resolution of their support case.
What you can expect in the role
- Direct engagement with client organizations and their users related to any technical support cases they have opened with our team.
- Be on the frontlines of modernizing government organizations with advanced software technologies.
- Ability to work collaboratively and communicate effectively with team members.
- Manage customer interactions by telephone, both in response to customer inquiries and through proactive outreach.
Responsibilities
- Respond to client calls and emails in a timely manner.
- 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.
- Monitor 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.
- Ability to verbally communicate clearly with client over the phone in the English language.
- Good written communication and grammar skills (in the English language) are highly important.
- Establish active listening, empathy, professionalism, clear verbal communication, appropriate questioning techniques, accurate documentation, and timely follow-up to ensure customer confidence and issue resolution.
Qualifications
- BA/BS or Certificate in GIS, Geography, MIS, Communications, Business Administration, or a related field; or a 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.
Successful Support Coordinators will have future opportunities to pursue numerous career paths in our organization, depending on interests and skillset, including business development, project management, consulting, software testing/QA, and product management.
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