Senior Customer Support Representative

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 32%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Tenna

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

🏗️ Construção

☁️ SaaS

🔧 Hardware

Construction • SaaS • Hardware

A Tenna é uma fornecedora de software e hardware de gerenciamento de equipamentos criada especificamente para empreiteiros da construção civil. A plataforma centraliza frotas mistas — equipamentos pesados, veículos, ferramentas, acessórios e locações — em uma única plataforma que combina telemática GPS, rastreadores BLE, QR e CANbus, câmeras de painel com IA e aplicativos móveis. A Tenna oferece rastreamento e gestão de ativos, análise de utilização, manutenção preventiva e ordens de serviço, rastreamento de peças e tempo de mecânico, agendamento/expedição, segurança e conformidade (DVIR/ELD/IFTA), integrações com softwares de contabilidade/ERP e de construção, e finanças de ativos baseadas em telemática para custeio de obras e faturamento interno. A solução é comercializada para empreiteiros visando reduzir perdas, melhorar a utilização, prolongar a vida útil dos ativos, e aumentar a segurança e conformidade.

Descrição

• Provides swift and exceptional support to customers who are routed via phone, email, inbound chat, and/or hotline calls • Ensures all customer requests and issues are handled in a thoughtful, urgent manner • Asks probing questions and employs active listening techniques to accurately diagnose the root cause of the issue at hand • Resolves customer issues via phone (or in person) using our diagnostic tools • Seeks to break down and understand complex problems individually and collaboratively. Provides analysis and recommendations to internal and external stakeholders on complex problems. • Works within the ticketing queue (Helpscout and JIRA) • Takes full ownership of each support ticket and ensures tickets are resolved as expeditiously as possible. Follows up with the team on ticket status as needed • Submits support tickets and escalates issues to the appropriate stakeholder in a timely manner • Utilizes teleconferencing tools to assist current customers such as Zoom, Microsoft Teams, etc. • Assists customers with navigating the Tenna app, and monitoring the health of Tenna trackers • Leverages a deep understanding of Tenna’s software platform, hardware, and the environmental factors that can affect them to troubleshoot and document issues • Identifies trends in customer issues to understand the potential impact on customers and takes the appropriate course of action • Accurately records information allowing the team to prioritize bugs, enhancement requests, and feature requests • Works alongside the Product Team, Hardware, QA, and Engineering to ensure bugs and other issues are resolved and communicated back to customers • Assists Customer Success Managers with technical issues pertaining to their customers and provides clear, concise, and timely feedback on reported issues • Ensures customer permissions, asset lists, and relevant data are all provisioned correctly

🎯 Requisitos

• Bachelor’s degree strongly preferred or equivalent • 5+ years of experience providing software customer support is required • 2+ years of experience working for a SaaS, PaaS, related company • Strong experience using teleconferencing tools such as Zoom, Microsoft Teams, etc. • Strong experience providing technical support for Android, Apple, and Windows-based products • Experience working within construction technology or within the construction industry is an absolute plus • Strong interest in software development processes, IoT products, and connected hardware products • Excellent verbal and written communication abilities, particularly with Engineers • Familiarity with Salesforce, HelpScout, or similar support tools is strongly preferred • Bilingual proficiency in Spanish is a plus • A self-motivated and adaptable person with a strong service orientation and “do what it takes” attitude • Excellent problem-solving skills and is process-driven • Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards

🏖️ Benefícios

• Full-time opportunity • Location: Remote – nationwide • Candidates must be able to work at least one Saturday per month • Candidates must have the ability to be on camera during all virtual meetings • Occasional travel to customer locations is required, up to 20% • Competitive compensation packages offered • Opportunities for growth and personal development within a highly dynamic team • Robust, low-cost benefit packages offered • Benefit coverage begins on the first date of employment • Dependent Care offered • 401k match • Employee referral bonuses