Senior Customer Support Representative

🔥 2 hours ago

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Tenna

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏗️ Construction

☁️ SaaS

🔧 Hardware

Construction • SaaS • Hardware

Tenna is an equipment management software and hardware provider purpose-built for construction contractors. It centralizes mixed fleets — heavy equipment, vehicles, tools, attachments, and rentals — into a single platform that combines GPS telematics, BLE, QR and CANbus trackers, AI dash cameras, and mobile apps. Tenna offers asset tracking & management, utilization analytics, preventive maintenance and work orders, parts and mechanic time tracking, scheduling/dispatch, safety and compliance (DVIR/ELD/IFTA), integrations with accounting/ERP and construction software, and telematics-powered asset financials for job costing and internal billing. The solution is marketed to contractors to reduce loss, improve utilization, extend asset life, and increase safety and compliance.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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