Customer Success Representative (East Coast)
Posted Updated 3
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Description
Position Description
Tenna is searching for a Customer Success Representative to join our growing team. As a Customer Success Representative, you will ensure Tenna builds long lasting relationships with our customers by serving as the main point of contact for all inbound support channels. You will engage with and leverage your deep knowledge of the platform to find creative solutions for our customers on a day-to-day basis. Additionally, you will work closely with the Software Engineering, Hardware, Product, QA, and Sales Teams to provide top notch customer support and fuel our customer growth efforts. Successful candidates will have a passion for the delivery of SaaS solutions and the IoT revolution. Sounds like you? Apply now!
Important note - Candidates must be willing to work Monday - Friday, 8:00am - 5:00pm EST, and at least one Saturday per month.
Why Tenna?
At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets on one comprehensive platform anytime, anywhere. Apply now!
Responsibilities
- Provides exceptional customer support on a day-to-day basis.
- Provides swift and polite communication with customers who are routed via phone, email, inbound chat, and/or hotline calls.
- Utilizes remote teleconferencing tools to assist current customers such as Zoom, Microsoft Teams, etc.
- Assists customers with navigating the Tenna app and overall platform.
- 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.
- Leverages a deep understanding of Tenna’s platform and processes to troubleshoot and document issues.
- Resolves customer issues via phone (or in-person) using our diagnostic tools.
- Submits support tickets and escalates issues to the appropriate stakeholder in a timely manner.
- Takes full ownership of each support ticket and ensures tickets are resolved as expeditiously as possible. Follows-up on ticket status as needed.
- Works with Engineering, Hardware, Product, and QA to address customer tickets including bugs, feature requests, and enhancements.
- Sets-up and onboards new customers and users.
- Ensures customer permissions, asset lists, and relevant data are all provisioned correctly.
- Engages existing Customers to retain and renew Tenna memberships.
Job Requirements
- Bachelor’s degree strongly preferred or equivalent.
- 2+ years of experience providing software customer support.
- Bilingual proficiency in Spanish is required.
- Experience working within construction technology or within the construction industry is an absolute plus.
- Experience using teleconferencing tools such as Zoom, Microsoft Teams, etc.
- Experience providing technical support for Android, Apple and Windows based products.
- Strong interest in software development processes and methodologies.
- Excellent verbal and written communication abilities, particularly with Engineers.
- Familiarity with Salesforce and Help Scout is strongly preferred.
- 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.
What you need to know:
- Full-time opportunity.
- Location: Remote – nationwide.
- Travel to customer locations is required, up to 20%.
- Competitive compensation packages offered.
- Opportunities for growth and personal development within highly dynamic team.
- Robust, low-cost benefit packages offered.
- Benefit coverage begins the first date of employment.
- Dependent Care offered.
- 401k match.
- Employee referral bonuses.
As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.
Skills
As published by lever · 23 questions · 7 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website
Short answers (5)
- What is your full legal name?
- Home Telephone
- Mobile Telephone
- Email Address
- Date available for work
Pick from a list (11)
- What is the highest level of education that you have completed? optional
- Do you now or will you in the future require sponsorship to work in the United States? optional
- As of the date you are submitting this application, which of the following best describes your situation? Responses are used solely to determine employment eligibility and work-location requirements, and will not be used to discriminate on any basis prohibited by law.
- How many years of professional experience do you have providing software customer support?
- Have you ever worked for a SaaS, PaaS, or similar cloud software company?
- What teleconferencing tools have you used?
- Which of the following have you provided hands-on technical support for? (Select all that apply) optional
- Which of the following ticketing and support tools have you used in a professional role?
- Do you have the ability to travel up to 20% (with or without reasonable accommodation)?
- This role requires working at least one Saturday per month AND being on camera during all virtual meetings. Can you meet both of these requirements (with or without accommodation)?
- Do you have the ability to work Monday - Friday, 8:00am - 5:00pm EST?
Written answers (7)
- What is your current mailing address? (Please include city, county, state and ZIP code)
- What type(s) of employment are you considering? (Full-Time, Part-Time, Contract, etc.)
- What is your minimum salary requirement?
- Are you subject to any type of agreement with a current or former employer that would restrict your ability to work at our company (e.g., non-complete, non-solicitation?)?
- How did you hear about this job opportunity?
- Please list (3) professional references optional
- Do you have a bilingual proficiency in Spanish?