Senior Customer Support Representative

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

📋 Description

• Provides prompt and outstanding assistance to customers through phone, email, inbound chat, and/or hotline calls.

• Ensures that all customer inquiries and issues are addressed thoughtfully and with a sense of urgency.

• Utilizes probing questions and active listening techniques to effectively identify the root cause of the issue.

• Resolves customer concerns via phone (or in person) using our diagnostic tools.

• Strives to break down and comprehend complex problems both individually and collaboratively, providing analysis and recommendations to internal and external stakeholders.

• Operates within the ticketing system (Helpscout and JIRA).

• Takes full responsibility for each support ticket, ensuring they are resolved as swiftly as possible, and follows up with the team regarding ticket status as necessary.

• Submits support tickets and escalates issues to the appropriate stakeholders promptly.

• Uses teleconferencing tools to assist customers, including Zoom, Microsoft Teams, etc.

• Aids customers in navigating the Tenna app and monitoring the status of Tenna trackers.

• Leverages a comprehensive understanding of Tenna’s software platform, hardware, and environmental factors to troubleshoot and document issues effectively.

• Identifies trends in customer issues to gauge potential impacts on customers and takes appropriate actions.

• Accurately documents information to help the team prioritize bugs, enhancement requests, and feature suggestions.

• Collaborates with the Product Team, Hardware, QA, and Engineering to ensure that bugs and other issues are resolved and communicated back to customers.

• Supports Customer Success Managers with technical issues related to their customers, providing clear, concise, and timely feedback on reported problems.

• Ensures that customer permissions, asset lists, and relevant data are properly provisioned.

⛳️ Requirements

• Bachelor’s degree is strongly preferred or an equivalent qualification.

• A minimum of 5 years of experience in providing software customer support is required.

• At least 2 years of experience working for a SaaS, PaaS, or related company.

• Strong experience with teleconferencing tools like Zoom, Microsoft Teams, etc.

• Significant experience providing technical support for Android, Apple, and Windows products.

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

• Strong interest in software development processes, IoT products, and connected hardware.

• Excellent verbal and written communication skills, particularly with engineers.

• Familiarity with Salesforce, HelpScout, or similar support tools is highly preferred.

• Bilingual proficiency in Spanish is a plus.

• A self-motivated and adaptable individual with a strong service orientation and a "do what it takes" mentality.

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

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

🏝️ Benefits

• Full-time opportunity.

• Location: Remote – nationwide.

• Candidates must be available to work at least one Saturday per month.

• Candidates must be comfortable being on camera during all virtual meetings.

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

• Competitive compensation packages offered.

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

• Comprehensive, low-cost benefit packages provided.

• Benefit coverage begins on the first day of employment.

• Dependent care offered.

• 401k match available.

• Employee referral bonuses.