Senior Customer Support Representative - West Coast

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