Software Support Specialist - FieldSyte

Reports to: FieldSyte Lead/VP of Support and Training

Division: Remote

Classification: Salary/Exempt/Full-time

JOB SUMMARY

A FieldSyte Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time.

ESSENTIAL FUNCTIONS

• Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all FieldSyte modules and services function properly
• Advises customers on system settings and configurations that favorably impact software performance and user experience
• Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
• Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
• Document all customer interactions in a support ticketing system
• Adapt to new technologies and changes in software functionality through continuous product release cycles
• Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
• Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

• Bachelor’s degree in GIS, Computer Science, Information Technology, or equivalent work experience
• Expertise in using electrical infrastructure design and staking software
• Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
• Experience understanding SQL statements and creating SQL queries for data management
• Knowledge of Microsoft server/client operating systems, network architecture, and components
• Proficiency with mobile application deployment for both Android and iOS devices
• Must be able to effectively communicate with customers, both verbally and in writing