Provide tiered inbound support across phone, email, and chat; troubleshoot Tenna software and hardware; manage HelpScout/JIRA tickets; escalate and collaborate with Engineering, Product, QA and Hardware to resolve issues and identify trends; assist Customer Success and ensure correct provisioning and documentation.
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!
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 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 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.
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San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
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