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Customer Service

Company: VETRO, Inc.
Location: Portland
Posted on: May 4, 2021

Job Description:

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 Specialist 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 20 countries and on 5 continents. VETRO is expanding the Customer team throughout 2021 to support rapid growth. The Customer Support Specialist will work on the Customer team and will interface internally with the entire VETRO team and externally with our customers. Our ideal candidate is a motivated self-starter and tenacious and resilient problem solver who can work independently and grow with the team.

TECHNICAL SUPPORT and Related Duties

  • Field incoming support emails and phone calls
    • Learn the product inside and out - to independently break down incoming issue tickets and problem solve for and with clients
      • Provide technical assistance and prospect demos for Customers in supported trials
        • Deliver technical GIS assistance and services, in collaboration with our GeoServices team, to enable our users to have access to excellent map data
          • Deliver definition of application bugs and feature requests to the Product Development team, providing key insights into future product design
            • Conduct onboarding trainings to audiences both small and large, follow on technical coaching
              • Author, Curate and build customer training and support library and materials
                • Develop relationships with key users/product champions at the customer organization
                  • Define and deliver to customer's value statements and user journey milestones Do you have what it takes to deliver on the objectives above? Our Support Specialist must be fearless, patient, confident, and a great communicator. Our customers deserve superior responsiveness and commitment to support and problem solving. Desired Qualifications and Characteristics:
                    • Minimum 2-3 years of relevant work experience; SaaS experience a plus
                      • 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 with CRM and Support Desk platforms Bonus Qualifications:
                                • Experience in the broadband industry
                                  • Experience in customer service, help desk or sales support in a software environment
                                    • Experience with software design and testing, preferably map-based (GIS) software Engagement:
                                      • This position is homed in our Portland, ME office - remote work is possible
                                        • This position is a full time, permanent position, with full benefits Please send a short cover letter telling us about yourself and why you are excited about this job opportunity. VETRO, Inc. is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law. COVID-19 considerations: We value the safety of our staff and our community at large. All interviews will be conducted remotely and work will commence in a remote environment.

Keywords: VETRO, Inc., Portland , Customer Service, Hospitality & Tourism , Portland, Maine

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