Senior Customer Support Representative
New
Full-time remote opportunity available across the United States.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience providing software customer support; 2+ years of experience working in SaaS, PaaS, or a related technology environment.
- Required Skills
- IoTSalesforceJiraCRMSaaS
Requirements
- Bachelor’s degree preferred or equivalent professional experience.
- 5+ years of experience providing software customer support required.
- 2+ years of experience working in SaaS, PaaS, or a related technology environment.
- Strong technical troubleshooting experience across Android, Apple, and Windows-based products.
- Experience supporting software platforms, IoT products, or connected hardware solutions.
- Familiarity with support and customer relationship management tools such as HelpScout, Salesforce, JIRA, or similar platforms.
- Excellent written and verbal communication skills, including the ability to communicate effectively with technical teams.
- Strong analytical and problem-solving abilities with a structured and process-driven approach.
- Ability to manage multiple priorities while maintaining attention to detail and customer focus.
- Self-motivated, adaptable, and comfortable working in a high-growth, entrepreneurial environment.
- Experience in construction technology or the construction industry is highly valued.
- Occasional travel to customer locations required (up to 20%).
- Availability to work at least one Saturday per month.
Responsibilities
- Provide timely and high-quality support through phone, email, chat, and other inbound support channels.
- Take full ownership of customer tickets, ensuring issues are tracked, prioritized, resolved, and communicated effectively.
- Diagnose complex software, hardware, and platform-related issues through active listening, investigation, and structured problem-solving.
- Assist customers with platform navigation, device monitoring, account configurations, permissions, asset management, and data accuracy.
- Leverage deep knowledge of software applications, connected hardware, and environmental factors affecting system performance to troubleshoot issues.
- Manage support workflows using ticketing platforms and collaborate with internal stakeholders to ensure timely resolution.
- Escalate technical issues appropriately while maintaining clear documentation and customer communication.
- Partner with Software Engineering, Product, Hardware, QA, and Customer Success teams to resolve bugs, improve features, and enhance customer outcomes.
- Identify recurring customer issues and trends, providing insights that support product improvements and operational efficiency.
- Support customer-facing teams by providing technical guidance and recommendations on complex issues.
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