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GIS Customer Support Specialist

Portland, ME
Are you also a GIS nerd who enjoys solving technical problems?   Then apply now to be a GIS Customer Support Specialist for this exciting intentional startup.

Our ideal candidate is a motivated self-starter who can work independently and grow with the team to:

● Field incoming support emails and phone calls
● Learn the product in enough detail to independently break down incoming issue tickets and
problem solve for and with clients
● Provide technical assistance and prospect demos for Customers in supported trials
● Deliver technical GIS assistance and services, in collaboration with our GeoServices team, to
enable our users to have access to excellent map data
● Deliver definition of application bugs and feature requests to the Product Development team,
providing key insights into future product design
● Conduct onboarding trainings to audiences both small and large, follow on technical coaching
● Write training and support library materials
● Develop relationships with key users/product champions at the customer organization
● Define and deliver to customer’s value statements and user journey milestones
● Engage with existing customers beyond onboarding, anticipating their needs to help them to
become wildly successful

We need you to be fearless, patient, confident, and a great communicator, providing superior responsiveness and commitment to support problem solving for our customers.

Do you have what it takes ?

Required

● Minimum 2-3 years of relevant work experience; SaaS experience a plus
● Demonstrated outstanding written and oral communication skills
● Phone skills are a must - if you have “phone fear” this position is not a good fit, as our team
often communicates complex information over the phone and via video conference tools
● Self-motivated with the ability to work with limited direction on multiple tasks concurrently
● Flexibility and adaptability, with an eye for new technologies - rapid uptake/learning
● Proficiency with GSuite and all basic office software; ability to learn new apps quickly

Bonus Qualifications:
● Experience with CRM and Support Desk platforms
● Experience in the broadband industry
● Experience in customer service, help desk or sales support in a software environment
● Experience with software design and testing, preferably map-based (GIS) software

Position details:
● Company is located in Portland, ME  - but remote work is possible
● This is a full time, permanent position with full benefits
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