TECHNICAL SUPPORT REPRESENTATIVE Department: Networks Operations Reports To: Network Operations Manager POSITION SUMMARY As a Technical Support Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work. The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved. RESPONSIBILITIES - Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues. - Monitor inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system. - Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible. - Coordinate maintenance and repairs with field support, network engineers, and vendors. - Provide regular notifications to customers on network outages and/or upgrades. - Document all processes and outages through the internal ticketing systems. CORE COMPETENCIES There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting: Safety and Security, Quality of work, and Results-Orientation. REQUIRED QUALIFICATIONS - Experience working 2-3 years in a technical support role. - High School diploma or GED. - Successful training or certification in Cisco, Cambien, Calix and Juniper. - Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc. - Understanding of the essentials of data and signal flow through a network. - Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services. - Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods. - Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care. - Ability to organize and prioritize work and adapt to changes quickly. - Self -guided approach to learning and gaining knowledge in addition to company provided training. - Self-motivated with the ability to work in a fast paced, team-based environment. - Ability to effectively solve problems or escalate issues as needed. PREFERRED QUALIFICATIONS - Prior experience in LTE, Point-to-point radio systems preferred. - Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred.  JOB DETAILS AND PHYSICAL REQUIREMENTS - This has no travel requirements. - Must be authorized to work in the United States. - This is a staff position. - This is a Nonexempt position. - This is a Full-Time position. - This is a Remote position. - The schedule for this position is based on company requirements for the role. At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role. - This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment. - This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time. ABOUT VERO Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well. NOTICES Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov This position requires the ability to pass a standard background check upon offer of position. At least 2 professional references are required. CORE COMPETENCY DEFINITIONS Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization. Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality. Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.

• Own and manage high‑priority, business‑critical customer escalations through resolution • Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed • Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation • Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution • Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle • Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties • Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution • Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues • Mentor and guide teams outside the escalation function on critical situation processes when required • Act as a crisis manager during catastrophic or politically sensitive customer events • Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting • Provide detailed incident reporting and insights to support decision‑making and long‑term improvements • Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

• Own and manage high‑priority, business‑critical customer escalations through resolution • Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed • Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation • Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution • Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle • Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties • Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution • Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues • Mentor and guide teams outside the escalation function on critical situation processes when required • Act as a crisis manager during catastrophic or politically sensitive customer events • Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting • Provide detailed incident reporting and insights to support decision‑making and long‑term improvements • Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

• Ayudar a diagnosticar y resolver problemas técnicos comunes relacionados con las soluciones de Fortra. • Responder a las solicitudes de soporte entrantes por correo electrónico, teléfono o sistemas de tickets. • Documentar problemas de clientes, resoluciones e interacciones con precisión en el sistema de soporte. • Ayudar a configurar y mantener entornos de prueba en función de las entradas de los clientes y las especificaciones del sistema bajo la guía de miembros senior del equipo. • Aprender sobre las soluciones de Fortra y mantenerse actualizado sobre procesos internos y mejores prácticas. • Trabajar en estrecha colaboración con miembros senior del equipo, observándolos para aprender técnicas avanzadas de resolución de problemas y análisis de sistemas. • Proporcionar orientación básica e instrucciones técnicas a los clientes sobre cómo utilizar eficazmente las soluciones de Fortra. • Buscar proactivamente mejorar el conocimiento técnico a través de la experiencia laboral, sesiones de capacitación y retroalimentación de miembros de soporte más experimentados.