RemoteLeaf Logo
Log in Sign up

Senior Customer Support Representative

1 month ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Android iOS IoT JIRA Salesforce
Apply Now
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
View All Jobs 16

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

Similar Roles

Maven Clinic

Care Advocate

Maven Clinic 251-1K Health Care Providers & Services

Maven Clinic is hiring a remote Care Advocate to support members navigating virtual women’s and family healthcare and ensure timely access to care across its care delivery network.

United States Full-time Junior Customer Support
$55k-$65k
CRM
19 hours, 50 minutes ago
Infomedia

Client Support Specialist (Bilingual, French)

Infomedia 251-1K Automotive

Customer Support Specialist at SimplePart supporting SaaS software products and customer success initiatives across multiple teams and product lines.

United States Junior Customer Support
Salesforce
19 hours, 50 minutes ago
Fetch

Member Experience Associate

Fetch 11-50 IT Services

Fetch Pet Insurance is hiring a remote Member Experience Associate to support pet insurance customers through a virtual contact center focused on billing, claims, technical support, and general service inquiries.

United States Full-time Junior Customer Support
$46k-$52k
19 hours, 50 minutes ago
Alphasense

Associate, Customer & Product Support

Alphasense 51-250 Industrial Conglomerates

AlphaSense is hiring an Associate, Customer & Product Support in Canada (Remote) to provide frontline customer support, resolve technical issues, and help improve the platform through close collaboration with product and engineering teams.

Canada Full-time Junior Customer Support
$65k-$75k
20 hours, 5 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers