Note: The job is a remote job and is open to candidates in USA. Tenna is seeking a dedicated Senior Customer Support Representative to join our growing team. The role involves ensuring long-lasting relationships with customers by serving as the main point of contact for support channels and troubleshooting hardware and software issues. The representative will collaborate closely with various teams to provide excellent customer support and drive customer growth.
Responsibilities
- Provides swift and exceptional support to customers who are routed via phone, email, inbound chat, and/or hotline calls
- Ensures all customer requests and issues are handled in a thoughtful, urgent manner
- Asks probing questions and employs active listening techniques to accurately diagnose the root cause of the issue at hand
- Resolves customer issues via phone (or in person) using our diagnostic tools
- Seeks to break down and understand complex problems individually and collaboratively. Provides analysis and recommendations to internal and external stakeholders on complex problems
- Works within the ticketing queue (Helpscout and JIRA)
- Takes full ownership of each support ticket and ensures tickets are resolved as expeditiously as possible. Follows up with the team on ticket status as needed
- Submits support tickets and escalates issues to the appropriate stakeholder in a timely manner
- Utilizes teleconferencing tools to assist current customers such as Zoom, Microsoft Teams, etc
- Assists customers with navigating the Tenna app, and monitoring the health of Tenna trackers
- Leverages a deep understanding of Tenna’s software platform, hardware, and the environmental factors that can affect them to troubleshoot and document issues
- Identifies trends in customer issues to understand the potential impact on customers and takes the appropriate course of action
- Accurately records information allowing the team to prioritize bugs, enhancement requests, and feature requests
- Works alongside the Product Team, Hardware, QA, and Engineering to ensure bugs and other issues are resolved and communicated back to customers
- Assists Customer Success Managers with technical issues pertaining to their customers and provides clear, concise, and timely feedback on reported issues
- Ensures customer permissions, asset lists, and relevant data are all provisioned correctly
Skills
- 5+ years of experience providing software customer support is required
- 2+ years of experience working for a SaaS, PaaS, related company
- Strong experience using teleconferencing tools such as Zoom, Microsoft Teams, etc
- Strong experience providing technical support for Android, Apple, and Windows-based products
- Excellent verbal and written communication abilities, particularly with Engineers
- A self-motivated and adaptable person with a strong service orientation and 'do what it takes' attitude
- Excellent problem-solving skills and is process-driven
- Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards
- Bachelor's degree strongly preferred or equivalent
- Experience working within construction technology or within the construction industry is an absolute plus
- Familiarity with Salesforce, HelpScout, or similar support tools is strongly preferred
- Bilingual proficiency in Spanish is a plus
Benefits
- Full-time opportunity
- Location: Remote – nationwide
- Candidates must be able to work at least one Saturday per month
- Candidates must have the ability to be 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
- Robust, low-cost benefit packages offered
- Benefit coverage begins on the first date of employment
- Dependent Care offered
- 401k match
- Employee referral bonuses
Company Overview