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Senior Customer Support Representative - West Coast

12 hours, 53 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Android 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
51-200
Founded 2015
View All Jobs 27

Description

  • Provide customer support through phone, email, chat, hotline calls, and virtual meetings.
  • Diagnose root causes and resolve hardware, software, tracker-health, and app-navigation issues using diagnostic tools.
  • Own support tickets from intake through resolution, follow-up, escalation, and customer communication.
  • Manage cases in HelpScout and JIRA and accurately document bugs, enhancement requests, and feature requests.
  • Identify trends in customer issues, assess customer impact, and recommend appropriate actions.
  • Partner with Engineering, Hardware, Product, QA, Sales, and Customer Success to resolve and communicate issues.
  • Assist Customer Success Managers with technical customer issues and timely status updates.
  • Ensure customer permissions, asset lists, and related data are provisioned correctly.

Requirements

  • 5+ years of software customer support experience.
  • 2+ years of experience at a SaaS, PaaS, or related company.
  • Bachelor’s degree or equivalent experience preferred.
  • Experience providing technical support for Android, Apple, and Windows-based products.
  • Experience using teleconferencing tools such as Zoom and Microsoft Teams.
  • Familiarity with Salesforce, HelpScout, or similar support tools preferred.
  • Excellent verbal and written communication skills, including communication with engineers.
  • Strong problem-solving, active-listening, and process-oriented approach.
  • Interest in software development processes, IoT, and connected hardware products.
  • Availability to work Monday through Friday, 11:00 a.m.–8:00 p.m. EST, plus at least one Saturday per month; ability to travel up to 20% and remain on camera during virtual meetings.
  • Construction technology or construction industry experience and Spanish bilingual proficiency are preferred.

Benefits

  • Remote, nationwide full-time role.
  • Competitive compensation package.
  • Robust low-cost benefits with coverage starting on the first day of employment.
  • Dependent care benefits.
  • 401(k) matching.
  • Employee referral bonuses.
  • Growth and personal development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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