Senior Customer Support Representative - West Coast
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Job description
Position Description
Why Tenna?
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
Job Requirements
- Bachelor’s degree strongly preferred or equivalent
- 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
- Experience working within construction technology or within the construction industry is an absolute plus
- Strong interest in software development processes, IoT products, and connected hardware products
- Excellent verbal and written communication abilities, particularly with Engineers
- Familiarity with Salesforce, HelpScout, or similar support tools is strongly preferred
- Bilingual proficiency in Spanish is a plus
- 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
Benefits, Perks, & Additional Information:
- Full-time opportunity
- Location: Remote – nationwide
- Candidates must be able to work Monday - Friday, 11:00am - 8:00pm EST, and 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
Originally posted on Himalayas
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