Customer Support Representative
Are you passionate about helping customers and colleagues? Do you also enjoy solving complex data and technical problems? Would you be excited to support smooth adoption of a mapping software platform used by broadband providers who are building fiber networks? If this describes you, then apply now to our open Customer Support Representative position here at VETRO FiberMap.
VETRO - a high-growth SaaS company based in Portland, Maine - is a cloud-based GIS platform that has been purpose-built for fiber optic mapping and management. VETRO enables ISPs, WISPs, municipalities, and engineering companies that are designing, building and operating the next generation of broadband infrastructure. A leader in the space, VETRO has customers in over 20 countries and on 5 continents.
The Customer Support Representative will work on the Support team and will interface externally with our customers and internally as a platform specialist. Our ideal candidate is a motivated self-starter and tenacious and resilient problem solver who can work independently and grow with the team.
Technical Duties
- Learn the product inside and out - to independently break down incoming issue tickets and problem solve for and with clients
- Field incoming support emails (90%) and phone calls (10%)
- Conduct onboarding trainings to audiences both small and large
- Deliver technical GIS assistance and services, in collaboration with our Solutions team
- Triage application bugs, in collaboration with our Engineering team
- Deliver platform feature requests to our Product Development team
- Develop relationships with key users/product champions at the customer organization
- Define and deliver to customer’s value statements and user journey milestones
Platform Duties
- Provide assistance and prospect demos for Customers in supported trials
- Collaborate with our Platform Literacy team to improve our help center documentation
- Collaborate with the Customer Success team as the platform resource
Desired Qualifications and Characteristics
Do you have what it takes to deliver on the objectives above? Our Customer Support Representatives must be fearless, patient, confident, and able to translate complex technical topics to users of many different skill levels.
- Minimum 2-3 years of relevant work experience; SaaS experience a plus
- Technical degree in relevant discipline, e.g, CS, CIS, MIS, or equivalent training certification
- 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
- Experience in customer service, help desk or sales support in a software environment
- Experience with CRM and Support Desk platforms
Bonus Qualifications
- Experience in the broadband industry
- Experience with software design and testing, preferably map-based (GIS) software
Benefits:
- Competitive salary commensurate with experience.
- Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- Opportunities for professional development and growth within a fast-paced and innovative company culture.
- Flexible work arrangements with a remote-first approach.
Join us at VETRO and be part of a team that is shaping the future of broadband infrastructure. Apply now to make an impact and drive success for our customers!
Top Skills
What We Do
VETRO builds software that makes it radically simpler and faster for broadband providers to plan, design, build, and operate their fiber optic networks. Our map-based SaaS platform is easier to use and more powerful than traditional tools, and enables network owners, operators and sponsors to benefit from a modern, integrated, and connected digital hub for their physical network assets.
Launched in 2017, VETRO is experiencing rapid adoption worldwide as we scale to meet an eager connectivity market. ISPs, Electric Co-ops, Local Governments and many others who are deploying and managing fiber now rely on VETRO FiberMap as their system of record for network documentation and asset management, as well as a collaboration and integration platform.
Leveraging the platform combined with our top notch onboarding and support team, our customers need to hire fewer specialty technical staff, and routinely report reduced overhead and dramatic increases in productivity.
Our goal is to provide the world's best mapping platform for internet/broadband infrastructure planning, design, construction and operations. And in doing so to deliver a platform that becomes the digital home for the physical internet.
We are Headquartered in Portland, Maine and take pride in our Maine HQ and foundation underpinning a distributed team across the U.S.
