Gis Product Support Specialist I - Datamark (Remote, West Coast)

JOB DESCRIPTION
WHO WE ARE

Supported by more than 3,000 employees in nearly 100 locations across the United States, we provide a full continuum of engineering and consulting services, including design, planning, architectural, environmental, construction and program management. Our clients include U.S. federal, state and municipal governments, foreign allied governments, and a wide range of commercial clients. Michael Baker is committed to delivering a standard of excellence that fosters a culture of innovation, collaboration and technological advancement to help solve our clients' complex challenges.

TECHNOLOGY PRACTICE - DATAMARK®

Michael Baker International is a national leader in technology solutions supporting clients in local, state, and national government to solve complex problems with advanced technologies for the 21st century. The DATAMARK practice consists of a skilled group of subject matter experts whose mission is to provide the necessary education, fact-finding, and solutions to solve complex problems in the public safety and enterprise GIS markets. DATAMARK is the go-to authority on GIS data for public safety and enterprise GIS. Its data-forward, full-service but configurable solutions provide the highest levels of data completeness and accuracy. The DATAMARK team has quickly grown to become the premier nationwide provider of SaaS solutions for public safety and enterprise GIS.

DESCRIPTION – GIS Product Support Specialist I

Michael Baker International is seeking a qualified GIS Product Support Specialist I to join Michael Baker’s DATAMARK Product Development team. Our public safety practice seeks a GIS Product Support Specialist I who will leverage our dynamic team, solutions, and cloud-native software to deliver Public Safety solutions for local, state, and federal clients. This individual will need to be a self-starter with a high level of technical expertise and exceptional communication skills to contribute to the Product team goals. GIS Product Support Specialist I’s are focused on providing technical support to DATAMARK clients through the DATAMARK Support Center to foster client relationship development, expansion, retention, and optimization. There are four necessary building blocks for GIS Product Support Specialist I’s: in-depth knowledge of our clients, effective expertise in the products and services being sold, industry expertise, and a passion for supporting our client’s success.

This role is accountable for the maintenance of the DATAMARK Support Center procedures, policies, and communication channels to provide exceptional technical support to existing clients. GIS Product Support Specialist I’s will play an active role in the maintenance and growth of the DATAMARK Support Center. Monitoring the Help Desk ticket system and responding to tickets according to the defined client SLA. GIS Product Support Specialist I’s will collaborate with the Product Team and Project Management Team to provide excellent client support and the upsell and cross-sell to existing client accounts. Reporting to the Product Owner, the GIS Product Support Specialist I will help generate client satisfaction and retention metrics to support analytics and reporting to leadership. GIS Product Support Specialist I’s will also engage in cross-training programs to ensure that they develop and maintain expertise in all products and services to provide premium support to clients and maximize SaaS subscription renewals.

Key Responsibilities

• Follow up with internal teams on client issues as needed
• Identify clients’ needs, clarify information, research issues, and provide solutions and/or alternatives
• Maintain and help grow the DATAMARK Support Centers, ensuring excellent customer service and timely responses to client inquiries
• Host one-on-one sessions with clients to provide product and GIS guidance as needed
• Triage and report product concerns and issues to the Product team
• Maintain product expertise to quickly solve basic technical issues for clients
• Update the Knowledge Base to inform clients about new features and functionalities
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Monitor the Help Desk ticket system and respond to tickets according to the defined client SLA
• Work closely with various stakeholders including project managers, developers, and product team members to act as an advocate for the client within the scope of company policies and procedures

Required Qualifications

• Adept at handling changes and adapting to a fast-paced, flexible work environment
• Be willing to work on short notice or with little advance notice, as needed
• Proficiency in translating complex technical matters into easy-to-understand language for non-technical audiences
• 2+ years of experience in a client-facing role
• 1-5 years of experience in a professional GIS role
• Proven analytical abilities with strong problem-solving and troubleshooting skills, capable of identifying and resolving issues quickly
• Relevant Bachelor’s degree or equivalent years of work experience
• Previous experience working in a remote environment, demonstrating an ability to work independently and remain productive
• Exceptional verbal and written communication skills to effectively communicate with clients and colleagues
• Effective time management and prioritization skills

Preferred Qualifications

• Basic understanding of public safety and/or GIS requirements for NG9-1-1
• Experience working on a product development team
• Experience using help desk software

WORKPLACE FLEXIBILITY
The position is remote, but the employee is required to be located in Pacific Standard Time zone.

COMPENSATION
The salary range for this position is $53,000 to $75,000, depending on the experience and skillset of the incoming candidate.

MICHAEL BAKER INTERNATIONAL EEO STATEMENT

Michael Baker International is proud to be an Affirmative Action/Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, genetic information, disability, protected veteran status or any other legally protected status.

EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.