43mo ago

Senior Customer Support Representative - West Coast

NationwideRemoteFull-timesenior

Customer SupportOtherCustomer Support RepresentativeCustomer Service Representative

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Overview

Position Description Tenna is seeking a dedicated Senior Customer Support Representative to join our growing team. As a Senior Customer Support Representative,

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Customer SupportOtherCustomer Support RepresentativeCustomer Service Representative

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!

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

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

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

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.