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# Product Support Specialist I

- **Company:** FUTURA SYSTEMS, INC.
- **Location:** Atlanta, GA, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Testing (Software), Microsoft Word, Microsoft Excel, ArcGIS (Software), ArcMap, Microsoft Office, Microsoft PowerPoint, Topdesk, Software Systems, Software Troubleshooting
- **Published:** July 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=687289892588ad48

## About the Role

* 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.

## Description

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.
What You'll Do:

 * 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.


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