Senior Customer Support Representative

Responsibilities

• Provides swift and exceptional support to customers who are routed via phone, email, inbound chat, and/or hotline calls
• Serves as the main point of contact for all inbound support channels
• Engages with and leverages deep knowledge of the platform to troubleshoot hardware and software issues
• Works closely with Software Engineering, Hardware, Product, QA, and Sales Teams to provide top-notch customer support
• Breaks down and understands complex problems individually and collaboratively
• Provides analysis and recommendations to internal and external stakeholders on complex problems
• 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
• Escalates issues to the appropriate stakeholder in a timely manner
• Utilizes teleconferencing tools to assist current customers
• Aids customers with navigating the Tenna app and monitoring the health of Tenna trackers
• Leverages a deep understanding of Tenna’s software platform, hardware, and environmental factors 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
• Aids Customer Success Managers with technical issues and provides clear, concise, and timely feedback on reported issues
• Sets and provisions customer permissions, asset lists, and relevant data correctly

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