Customer Support Representative

Customer Support Representative

Overview:

Are you passionate about helping customers and colleagues? Do you enjoy solving complex data and technical problems? Would you be excited to support the smooth adoption of a mapping software platform used by broadband providers who are building fiber networks? If so, we encourage you to apply for the Customer Support Representative position at VETRO FiberMap.

VETRO, a high-growth SaaS company based in Portland, Maine, offers a cloud-based GIS platform purpose-built for fiber optic mapping and management. VETRO enables ISPs, WISPs, municipalities, and engineering companies who are designing, building, and operating the next generation of broadband infrastructure. As a leader in this space, VETRO has customers in over 20 countries and across 5 continents.

The Customer Support Representative will be an integral part of our Support team, interfacing externally with customers and internally as a platform specialist. The ideal candidate is a motivated self-starter, a tenacious and resilient problem solver who can work independently and grow with the team.

Technical Duties:

• Learn the VETRO platform inside and out – be able 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 training for customers, both in small groups and large sessions.
• Provide technical GIS assistance and services in collaboration with the Solutions team.
• Triage application bugs and collaborate with the Engineering team.
• Deliver platform feature requests to the 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 during supported trials.
• Collaborate with the Platform Literacy team to enhance help center documentation.
• Work with the Customer Success team as the primary VETRO platform resource.

Desired Qualifications and Characteristics:

Do you have what it takes to deliver on these objectives? Our Customer Support Representatives must be fearless, patient, confident, and able to translate complex technical topics to users of varying skill levels.

• VETRO experience is strongly preferred – familiarity with the VETRO platform and/or GIS-based tools and/or broadband network management.
• Telecom OSS/BSS experience – understanding telecom operations and business support systems is required.
• OSP (Outside Plant) experience – hands-on experience with the construction and maintenance of outside fiber networks.
• Minimum 2-3 years of relevant work experience; SaaS experience is a plus.
• Technical degree in a relevant discipline, e.g., CS, CIS, MIS, or equivalent training/certification.
• Outstanding written and oral communication skills.
• Comfort and experience with phone and video communications for complex information delivery.
• Self-motivated with the ability to manage multiple tasks concurrently with limited direction.
• Flexibility and adaptability, with a quick learning ability for new technologies.
• Proficiency with GSuite and other basic office software; fast learner of new applications.
• 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, especially fiber optic networks.
• Experience with software design and testing, preferably GIS/map-based software.

What We Offer:

• Competitive compensation and benefits package, including medical, dental, vision, life & disability coverage, and 401(k) match.
• Generous paid time off and flexible work-from-home options.
• Opportunity to work in a growth-oriented, market-disruptive company with a mission to bridge the digital divide and improve connectivity worldwide.

About VETRO:

VETRO delivers a powerful SaaS platform to help internet service providers, municipalities, and other network owners plan, design, build, and operate broadband infrastructure. Our flagship product, VETRO FiberMap, enables customers to manage their fiber networks with efficiency and transparency. At VETRO, we are committed to enabling better connectivity and accelerating time-to-value for our customers.

VETRO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply.

Questions? We'd love to hear from you!