NBT Solutions is currently seeking a GIS specialist to join our growing team in Portland, Maine. This is a customer focused position with responsibility for making sure customers are getting the attention, support, and feature sets they need to be successful with our VETRO FiberMap™ SaaS platform.

Some of the specific responsibilities of this role include:

 

  • Monitor and manage inbound support requests on phone, e-mail and web channels
  • Interface directly with customers through proactive scheduled periodic check-ins and on an as-needed basis
  • Manage issues, requests, and problems that customers are experiencing as they use the VETRO platform;
  • Prioritize and track support tickets in our ticketing system, ensuring they are resolved;
  • Product demonstrations and training to potential and existing customers;
  • Through user trainings or other more informal channels, gather information from customers about new requirements;
  • Work with the Product Owner to define, construct, and prioritize feature stories (requirements) for releases and sprints;
  • Periodically attend and observe team stand-ups to monitor progress and identify obstacles that may affect release schedules and customer expectations;
  • Assist with platform testing, potentially including the development of automated front-end unit testing approaches and techniques

 

Who We Are Seeking

We are seeking a self starting professional with an aptitude for engineering concepts and map-based tools (GIS) to take the reins of supporting our customer base of small ISPs, Telcos, Energy Co-Ops, engineering and consulting firms and WISPs. The right candidate is first and foremost tech savvy and knows their way around a technical software application.

They’re also a skilled listener. They love solving mysteries and piecing together a puzzle. They desire to know how things operate and what drives them. They like the challenge of staying abreast of the capabilities of a rapidly-evolving software platform and contributing to the development of it as the eyes and ears of the customer.

Our ideal candidate will be the front line communicator for our customers; they will listen, endeavor to understand, troubleshoot, research, solve and deliver. They will hold the keys to our customers’ happiness, offering patience and a passion for problem solving. They are highly organized and love to document what they’ve done.

Our GIS Specialist is also integral to our Sales Team. They will work directly with the CEO, COO and Sales Professionals to deliver high-quality, prospect-driven demonstrations of product capabilities. They will train new customers and be an integrated part of the sales and onboarding process; we will ask this person to give feedback on prospective customers and ask them to design new ways to present VETRO FiberMap that address the specific pain points that our customers come to us to resolve.

Our GIS Specialist must be fearless, patient, confident, and a great communicator. Our customers deserve superior responsiveness and commitment to support and problem solving.

Our new GIS Specialist should also bring a passion for technical training and may be tasked with tutorial design, video creation, and other related training programs. While industry-specific experience is not required, a demonstrated understanding of spatial data, fiber optic networking, engineering, GIS/Geography, or a related field is highly desirable.

Required Skills

  • Highly organized
  • Skilled verbal and written communicator
  • Comfortable demonstrating engineering-based mapping software and explaining engineering-based concepts
  • Experience with software design and testing, preferably map-based software
  • Able to interpret needs and requests coming from engineering-based companies
  • Aptitude with development-adjacent software applications such as JIRA or Pivotal Tracker, a CRM (we use Base), Github,
  • Google Apps, Freshdesk or a similar ticketing system, and a general ability to learn new apps quickly
  • Self-managing and able to shift from working solo to working with a team throughout the work day
  • Self-empowered – ask questions, make decisions and push projects forward

Who We Are

Located in the heart of downtown Portland, Maine, NBT Solutions is a rapidly growing software development company building a fiber network mapping and management platform called VETRO FiberMap™. Our team is nimble, bright, and dedicated, and recognizes that work/life balance is as much a driver of success as setting goals, working hard and focusing on a unified vision. We offer the dynamic environment of a true startup with the stability of an established firm; our standard benefits package includes the necessities – competitive salaries, health, dental, and generous paid time off – as well as 401k employer match, disability, employee equity, professional development and educational stipends, and a never-ending supply of freshly roasted coffee from Coffee By Design (our city’s best) as well as other amenities.

To apply for this position, email hr@nbtsolutions.com