Customer Support Representative

Summary

Join Tenna as a Senior Customer Support Representative and become the primary point of contact for all inbound support channels. You will leverage your deep platform knowledge to troubleshoot hardware and software issues, providing creative solutions for our customers. Collaborate with various internal teams to deliver exceptional customer support and contribute to our customer growth. This role requires a passion for delivering exceptional customer experiences, solving complex problems, and being a key problem-solver for customers and internal partners. If you are quality-obsessed, gritty, a continuous learner, a collaborative problem-solver, and awesome, this is the role for you!

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
• 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

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

Preferred Qualifications

• 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
• 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
• 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