Senior Customer Support Representative
New
Remote - NationwideFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience providing software customer support
- Required Skills
- IoTSalesforceJiraTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- 5+ years of experience providing software customer support.
- 2+ years of experience working for a SaaS, PaaS, or related company.
- Strong technical support experience for Android, Apple, and Windows-based products.
- Bachelor’s degree preferred or equivalent experience.
- Strong experience using teleconferencing tools like Zoom and Microsoft Teams.
- Familiarity with Salesforce, HelpScout, or similar support tools.
- Excellent verbal and written communication abilities.
- Ability to work at least one Saturday per month.
- Ability to be on camera during all virtual meetings.
- Ability to travel to customer locations up to 20% of the time.
- Experience in construction technology or the construction industry is a plus.
- Bilingual proficiency in Spanish is a plus.
Responsibilities
- Provide swift and exceptional support to customers via phone, email, inbound chat, and hotline calls.
- Diagnose root causes of customer issues using active listening and probing questions.
- Resolve customer issues using diagnostic tools, HelpScout, and JIRA.
- Collaborate with Engineering, Hardware, Product, QA, and Sales teams to resolve bugs and issues.
- Assist customers with navigating the Tenna app and monitoring tracker health.
- Identify trends in customer issues and provide analysis/recommendations to internal and external stakeholders.
- Maintain accurate records to help prioritize bugs and feature requests.
- Ensure customer permissions and data are provisioned correctly.
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