Customer Support Representative
3 weeks ago
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
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