Senior Customer Support Representative - West Coast

Position Description Tenna is seeking a dedicated Senior Customer Support Representative to join our growing team. As a Senior Customer Support Representative, you will ensure Tenna builds long-lasting relationships with our customers by serving as the main point of contact for all inbound support channels. You will engage with and leverage your deep knowledge of the platform to troubleshoot hardware and software issues and find creative solutions for our customers daily. Additionally, you will work closely with our Software Engineering, Hardware, Product, QA, and Sales Teams to provide top-notch customer support and fuel our customer growth efforts. If you’re passionate about delivering exceptional customer experiences, thrive on solving complex problems, and take pride in being the key problem-solver for customers and internal partners alike, this is the role for you! Important note - Candidates must be willing to work Monday - Friday, 11:00am - 8:00pm EST, and at least one Saturday per month. Why Tenna? At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets on one comprehensive platform anytime, anywhere. Apply now! Responsibilities Provides swift and exceptional support to customers who are routed via phone, email, inbound chat, and/or hotline callsEnsures all customer requests and issues are handled in a thoughtful, urgent mannerAsks probing questions and employs active listening techniques to accurately diagnose the root cause of the issue at handResolves customer issues via phone (or in person) using our diagnostic toolsSeeks 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 neededSubmits support tickets and escalates issues to the appropriate stakeholder in a timely mannerUtilizes 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 trackersLeverages a deep understanding of Tenna’s software platform, hardware, and the environmental factors that can affect them to troubleshoot and document issuesIdentifies trends in customer issues to understand the potential impact on customers and takes the appropriate course of actionAccurately records information allowing the team to prioritize bugs, enhancement requests, and feature requestsWorks alongside the Product Team, Hardware, QA, and Engineering to ensure bugs and other issues are resolved and communicated back to customersAssists Customer Success Managers with technical issues pertaining to their customers and provides clear, concise, and timely feedback on reported issuesEnsures customer permissions, asset lists, and relevant data are all provisioned correctly Job Requirements Bachelor’s degree strongly preferred or equivalent5+ years of experience providing software customer support is required2+ years of experience working for a SaaS, PaaS, related companyStrong experience using teleconferencing tools such as Zoom, Microsoft Teams, etc.Strong experience providing technical support for Android, Apple, and Windows-based productsExperience working within construction technology or within the construction industry is an absolute plusStrong interest in software development processes, IoT products, and connected hardware productsExcellent verbal and written communication abilities, particularly with EngineersFamiliarity with Salesforce, HelpScout, or similar support tools is strongly preferredBilingual proficiency in Spanish is a plusA self-motivated and adaptable person with a strong service orientation and “do what it takes” attitudeExcellent problem-solving skills and is process-drivenPassion 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 opportunityLocation: Remote – nationwideCandidates must be able to work Monday - Friday, 11:00am - 8:00pm EST, and at least one Saturday per monthCandidates must have the ability to be on camera during all virtual meetingsOccasional travel to customer locations is required, up to 20%Competitive compensation packages offeredOpportunities for growth and personal development within a highly dynamic teamRobust, low-cost benefit packages offeredBenefit coverage begins on the first date of employmentDependent Care offered401k matchEmployee referral bonuses As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.