Customer Success Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for all incoming support channels.

• Deliver outstanding daily customer support through phone, email, inbound chat, and hotline calls.

• Utilize remote teleconferencing platforms such as Zoom and Microsoft Teams to assist customers.

• Guide customers through the Tenna app and the overall platform.

• Identify root causes by employing probing questions and active listening techniques.

• Troubleshoot and document issues leveraging knowledge of Tenna’s platform and processes.

• Resolve customer challenges using diagnostic tools.

• Create support tickets and escalate issues to the appropriate parties.

• Manage support tickets until resolution and follow up on their status.

• Collaborate with Engineering, Hardware, Product, QA, and Sales teams regarding bugs, feature requests, and enhancements.

• Facilitate the setup and onboarding of new customers and users.

• Accurately provision customer permissions, asset lists, and relevant data.

• Engage with existing customers to ensure retention and renewal of Tenna memberships.

• Foster long-lasting customer relationships and support their growth initiatives.

⛳️ Requirements

• A Bachelor’s degree is strongly preferred or equivalent experience.

• A minimum of 2 years of experience in software customer support.

• Bilingual proficiency in Spanish is mandatory.

• Experience in construction technology or the construction industry is a significant advantage.

• Familiarity with teleconferencing tools such as Zoom and Microsoft Teams.

• Background in providing technical support for Android, Apple, and Windows products.

• Strong interest in software development processes and methodologies.

• Exceptional verbal and written communication skills, especially in interactions with Engineers.

• Familiarity with Salesforce and Help Scout is highly preferred.

• A self-motivated and adaptable individual with a strong service orientation and a “do what it takes” mindset.

• Excellent problem-solving abilities and a process-driven approach.

• Enthusiasm for working in a high-growth, entrepreneurial environment, demonstrating personal commitment and a drive to establish and exceed high standards.

• Availability to work Monday–Friday, 8:00 am–5:00 pm EST, and at least one Saturday per month.

• Willingness to travel to customer locations is required, up to 20%.

🏝️ Benefits

• Competitive compensation packages are available.

• Opportunities for growth and personal development within a dynamic team.

• Comprehensive, cost-effective benefit packages provided.

• Benefit coverage starts on the first day of employment.

• Dependent care options available.

• 401k matching offered.

• Employee referral bonuses.