Senior Customer Support Representative

1 week, 6 days ago
Full-time
Senior
Customer and Technical Support
Tenna

Tenna

Tenna is the construction technology platform that revolutionizes equipment fleet operations, offering contractors a total equipment management solution to make informed decisions, increase utilization, and enhance productivity.

Construction & Engineering
51-250
Founded 2015

Description

  • Serve as the main point of contact for inbound support requests across phone, email, chat, hotline, and related channels.
  • Investigate, diagnose, and resolve customer issues using probing questions, active listening, and diagnostic tools.
  • Own support tickets end to end, track progress in the queue, and escalate issues to the appropriate stakeholders when needed.
  • Troubleshoot and document issues across Tenna’s software platform, hardware, connected devices, and related environmental factors.
  • Assist customers with navigating the Tenna app and monitoring the health of Tenna trackers.
  • Analyze recurring customer issues, identify trends, and recommend appropriate follow-up actions.
  • Accurately capture customer information to help prioritize bugs, enhancement requests, and feature requests.
  • Collaborate with Product, Hardware, QA, Engineering, Software Engineering, and Sales to resolve issues and communicate updates.
  • Support Customer Success Managers by resolving technical issues and providing clear, timely feedback.
  • Ensure customer permissions, asset lists, and related data are provisioned correctly.

Requirements

  • Bachelor’s degree strongly preferred, or equivalent experience.
  • 5+ years of experience providing software customer support.
  • 2+ years of experience working for a SaaS or PaaS company, or a related company.
  • Strong experience using teleconferencing tools such as Zoom and Microsoft Teams.
  • Strong experience providing technical support for Android, Apple, and Windows-based products.
  • Experience working in construction technology or the construction industry is a plus.
  • Strong interest in software development processes, IoT products, and connected hardware products.
  • Excellent verbal and written communication skills, especially when working with engineers.
  • Familiarity with Salesforce, HelpScout, or similar support tools is strongly preferred.
  • Bilingual proficiency in Spanish is a plus.
  • Self-motivated, adaptable, and service-oriented with a “do what it takes” attitude.
  • Excellent problem-solving skills and a process-driven mindset.
  • Ability to work in a high-growth, entrepreneurial environment and consistently meet high standards.
  • Must be able to work at least one Saturday per month.
  • Must be able to be on camera during all virtual meetings.
  • Ability to travel to customer locations occasionally, up to 20%.

Benefits

  • Full-time opportunity.
  • Remote nationwide work location.
  • Competitive compensation package.
  • Opportunities for growth and personal development.
  • Robust, low-cost benefit packages.
  • Benefit coverage begins on the first date of employment.
  • Dependent care benefits.
  • 401(k) match.
  • Employee referral bonuses.

Interested in this position?

Apply directly on the company website

Apply Now

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